SERVICE COMMITMENTS
Service Level Agreement
Availability, support and maintenance commitments for paid SONO SaaS services.
1. Scope
This SLA covers the hosted production service identified in the Order Summary. Trials, previews, third-party services and excluded causes are outside its scope.
2. Availability target
SONO targets 99.5% monthly availability. Availability is calculated as eligible monthly minutes minus verified unplanned downtime, divided by eligible monthly minutes.
3. Exclusions
- Planned maintenance and emergency security maintenance
- Customer systems, devices, networks, configuration or misuse
- Internet backbone, force majeure and widespread cloud-provider failures outside SONO’s reasonable control
- Suspension permitted by the SaaS Terms
4. Maintenance
SONO ordinarily provides at least 48 hours’ notice for planned maintenance and targets no more than eight hours of planned maintenance per month. Advance notice may be impracticable for critical security work.
5. Support priorities
| Priority | Definition | Initial response | Updates |
|---|---|---|---|
| P1 Critical | All production users cannot access the service or a critical function has stopped without workaround. | 2 support hours | At least every 4 support hours |
| P2 High | A major function is materially impaired and only a limited workaround exists. | 1 business day | At least daily |
| P3 Standard | Non-blocking defect, usage question or improvement request. | 5 business days | When status changes |
6. Support hours
Standard support is available on Turkish business days from 09:00 to 18:00 Türkiye time through SONO’s designated support channel. P1 tickets may be logged at any time; response clocks run during standard support hours unless SONO publishes a different plan.
7. Service credits
If monthly availability is below 99.5%, Customer may request a credit equal to 5% of the affected monthly fee; below 99.0%, 10%. A request must be submitted with supporting details within ten business days after month-end. Credits are capped at 10% of the monthly fee.
8. Customer cooperation
Customer must provide timestamps, affected users, reproduction steps, screenshots and other reasonable diagnostic information. Time lost because essential information is unavailable is excluded from response calculations.
