Service Level Agreement (SLA)

1. Uptime Commitment

CloudBT offers a monthly uptime commitment for the following services:

• VPS (VDS) servers: 99.9% uptime (at most 43 minutes of downtime per month)
• Virtual Data Center (VDC): 99.9% uptime (at most 43 minutes of downtime per month)
• Network infrastructure: 99.9% uptime (at most 43 minutes of downtime per month)

Uptime is calculated excluding planned maintenance.

This document is an English translation provided for convenience. In case of any discrepancy, the Turkish version published at cloudbt.com prevails.

2. Performance Commitments

The CloudBT infrastructure guarantees the following performance characteristics:

• Physical server network connection: 2×100G redundant uplinks to two separate switches
• Storage: NVMe disks
• Data center: Equinix IL4, Istanbul (redundant power and cooling)

These values describe infrastructure capacity; the share a single virtual server receives depends on the plan and on momentary usage.

3. Planned Maintenance

For planned maintenance:

• Notice is given by email at least 48 hours in advance
• Maintenance is usually performed on Tuesdays and Thursdays between 02:00 and 06:00 (GMT+3)
• Total planned maintenance does not exceed 4 hours per month
• Service interruptions during maintenance are not counted in the SLA calculation
• Urgent security patches may require intervention outside the maintenance window; in that case at least 4 hours' notice is given

4. Incident Response Times

Support requests are classified by priority:

• Critical (P1), full service outage: first response 15 minutes, resolution target 1 hour
• High (P2), severe performance degradation: first response 30 minutes, resolution target 4 hours
• Medium (P3), partial impact: first response 2 hours, resolution target 12 hours
• Low (P4), information request: first response 4 hours, resolution target 48 hours

The infrastructure is monitored 24/7; for critical incidents our team responds without waiting for a report.

5. SLA Credits

If the committed uptime is not met, the following credits apply:

• Between 99.9% and 99.5%: 10% of the monthly invoice as credit
• Between 99.5% and 99.0%: 25% of the monthly invoice as credit
• Between 99.0% and 95.0%: 50% of the monthly invoice as credit
• Below 95.0%: 100% of the monthly invoice as credit

Credit requests must be submitted to the support team within 30 days of the outage. Credits are applied to the next invoice; no cash refunds are made.

6. Exclusions

The following are excluded from the SLA:

• Planned maintenance periods
• Force majeure (natural disasters, war, government decisions)
• The customer's own software or configuration errors
• Outages caused by third-party service providers
• Protective measures applied during a DDoS attack
• The customer exceeding resource limits
• Suspensions applied by CloudBT for Acceptable Use Policy violations

7. Monitoring and Reporting

Service status and performance metrics:

• Planned maintenance and incident notices: sent to your registered email address
• Incident reports: a root cause report is shared within 48 hours after critical outages
• Resource graphs: CPU, memory, disk and network metrics are available in real time in the panel
• SLA credit requests: submitted through a support ticket and reflected on the next invoice