1. Scope
This SLA applies to the Products and services identified in the order form as subject to the SLA and is an annex to the SaaS Subscription Agreement or the Master Services Agreement. Free trials, beta features and deployments running on Customer infrastructure are excluded unless agreed otherwise.
2. Availability commitment
CM Apps targets a monthly availability rate for the Product of at least [__%] in each calendar month. Availability = (Total minutes in the month minus Downtime minutes) / Total minutes in the month. Downtime is the period during which the Product is inaccessible to all of the Customer’s users, as verified by CM Apps monitoring systems.
3. Planned maintenance
Planned maintenance is carried out with at least [48] hours’ notice, preferably within the [weekday 02:00 to 05:00 (Europe/Istanbul)] window, and does not exceed [4] hours in total per month. Planned maintenance is not counted as downtime. The notice period may be shortened for urgent security patches.
4. Incident priorities and target times
P1, Critical: the Product is completely inaccessible or there is a risk to data integrity. Response target [__ min], resolution/workaround target [__ hours]; 24/7. P2, High: a core function is not working and there is no workaround. Response [__ hours], resolution [__ business days]. P3, Medium: a function is impaired but a workaround exists. Response [__ business days], resolution in the next planned release. P4, Low: cosmetic issues and questions. Response [__ business days].
Support hours: [Weekdays 09:00 to 18:00 Europe/Istanbul]; 24/7 on-call line for P1: [PHONE/EMAIL].
5. Service credits
If monthly availability falls below the target, the Customer may claim a service credit at the following percentage of the subscription fee for the relevant month: [between __% and __% → __% credit], [below __% → __% credit]. The credit is deducted from the next invoice; the total credit in any month may not exceed [__%] of the monthly fee. A credit claim must be made in writing within [30] days following the relevant month. Service credits are the sole and exclusive remedy for a breach of the availability commitment.
6. Exclusions
The following are not counted as downtime: outages caused by the Customer or third parties, the Customer’s network/hardware problems, Acceptable Use violations, outages made at the Customer’s request, force majeure, attacks beyond control such as DDoS, internet backbone and domain name provider outages, and the Customer’s failure to apply updates recommended by CM Apps.
7. Monitoring and reporting
CM Apps maintains availability and incident records and shares a monthly service report upon request. Status page: [STATUS PAGE URL].
8. Review
This SLA is reviewed once a year. Target values and priority definitions are updated by written agreement of the parties.