SLA Support Agreement

Service Level Agreement (SLA)

Last Updated: 05.03.2026


This SLA defines the availability and operational support standards for services provided by Fortune Bilişim A.Ş.

1. Service Availability (Uptime Guarantee)

Fortune Bilişim targets 99.9% annual uptime for its managed services and data center services.

2. Technical Support Hours & Response/Resolution Times

Our technical support team operates on a 24/7 basis. Target response and resolution times for incidents reported via the support ticket system are as follows:

Level Scope Target Response Target Resolution
Critical / L1 Partial outages, routine operations 1 Hour 4 Hours
High / L2 Mid-level system interventions 1 Hour 8 Hours
Emergency / L3+ Complete service outage, critical infrastructure 30 Min – 1 Hour 12 Hours

3. Planned Maintenance & Exceptions

  • Planned Maintenance: Hardware/software updates are performed during low-traffic night hours or weekends. Non-critical maintenance is communicated to customers at least 48 hours in advance.
  • Exceptions: The target resolution times stated above are planning standards. In emergency situations, natural disasters or infrastructure-related circumstances beyond our control, these times may be extended without penalty.