Service Level Agreement
1. Service Availability
Netta commits to maintaining Flow Master platform availability of 99.5% uptime, excluding scheduled maintenance and force majeure events.
2. Performance
Flow Master is designed to provide optimal performance with response times under 2 seconds for standard operations under normal load conditions.
3. Support
Netta provides support services as follows:
• Response time: 24 hours for critical issues
• Support channels: Email and platform-based support
• Business hours: Monday to Friday, 9:00 AM - 6:00 PM (Turkey Time)
4. Maintenance
Scheduled maintenance will be performed during low-traffic periods with advance notice to users. Emergency maintenance may be performed without notice when necessary.
5. Data Backup
Netta performs regular backups of user data to ensure data integrity and recovery capabilities.
6. Service Level Remedies
In the event of service level breaches, Netta will work to restore service as quickly as possible and may provide service credits at its discretion.
7. Contact
For SLA-related inquiries: