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Service Level

Service Level Agreement (SLA)

Uptime targets, measurement methodology and service credits for cloud-based subscriptions.

Last updated: 2026-04-30

ℹ️ For informational purposes. Binding contract terms are negotiated and signed with you during the procurement process. This page provides a general framework of our product and service scope.

1. Scope

This SLA covers the following deployment models:

  • SaaS (cloud-based subscriptions): Uptime commitment and service credits are provided by DMC.
  • On-premise (deployed in customer's Linux infrastructure): Uptime is the customer's infrastructure responsibility; support response and resolution times, critical patch SLA, and communication channels are committed by DMC under this document. SaaS uptime credits do not apply.

2. Uptime Commitment

Target Monthly Availability%99.9
Maximum Monthly Downtime≤ 43 dakika 49 saniye
Measurement WindowCalendar month (UTC)

3. Availability Calculation

Availability = (Total Time - Downtime) / Total Time × 100

"Downtime": The duration during which the SentinelDB360 management panel (`/api/health` endpoint) returns HTTP 5xx responses for 5+ consecutive minutes. Events outside DMC's control (planned maintenance, customer-caused, force majeure) are excluded from the calculation.

4. SLA Exclusions

  • Planned maintenance (announced at least 72 hours in advance)
  • Customer's misconfiguration, misuse, or invalid credentials
  • Internet service provider (ISP) or customer network issues
  • Force majeure (natural disasters, war, national strikes, internet infrastructure outages)
  • Third-party service outages (Microsoft Azure, Cosmos DB) — in which case DMC will pass through the relevant provider's SLA credit

5. Service Credits

Monthly UptimeService Credit
< 99.9% and ≥ 99.0%10% of monthly fee
< 99.0% and ≥ 95.0%25% of monthly fee
< 95.0%50% of monthly fee

Service credit is applied to the next billing cycle, provided the Customer submits a written request within 30 days. No cash refund. Total monthly service credit cannot exceed the fee paid for that month.

6. Support Response and Resolution Times

Applicable to all deployment models (SaaS + on-premise).

Severity Definition First Response Resolution / Workaround Business Hours
P1 — Critical Production environment fully unavailable or risk of data loss 30 minutes ≤ 4 hours 7/24
P2 — High Major function impaired, workaround exists, production at risk 4 hours ≤ 1 business day 09:00–18:00 TRT, weekdays
P3 — Medium Secondary feature affected, no production-wide issue 1 business day ≤ 5 business days 09:00–18:00 TRT, weekdays
P4 — Low Question, documentation, improvement suggestion 3 business days With the quarterly release 09:00–18:00 TRT, weekdays

Resolution time = a permanent fix or an acceptable workaround that does not keep the issue blocking production. The clock starts from when the case is correctly classified and submitted to DMC.

7. Critical Patch (CVE) Release Times

CVSS ScoreClassPatch Target
9.0 – 10.0Critical≤ 7 days
7.0 – 8.9High≤ 30 days
4.0 – 6.9Medium≤ 90 days
0.1 – 3.9LowWith the next minor release

Security bulletins and responsible vulnerability disclosures: [email protected] (subject line: "Security Notice").

8. Notification Channels

The primary channel for all case categories is email. Additional channels for faster case handling:

ChannelRecommended severityHours
[email protected]All cases (support, billing, security, KVKK, general) — default single channelReceived 24/7, P1 handled 24/7
P1 phone line (provided after contract)P1 — critical7/24

SentinelDB360's error notification system (enabled by default) automatically sends ERROR/CRITICAL log-level events to [email protected]; the same event is not re-reported within 15 minutes.

9. Changes

Material SLA changes are announced at least 30 days in advance via email. No changes adverse to the Customer can be made within the existing contract term.

10. Contact

All SLA-related questions and service credit requests: [email protected].