Defined availability, response times and maintenance procedures for colocation, dedicated and cloud services at KuzeyDC Istanbul Tier III facility.
Target availability, recovery and response parameters by facility and service layer
Monthly availability target via redundant power, cooling and telecom paths aligned with Tier III industry standards.
Backbone continuity via redundant core routers, multiple upstreams and automated routing failover.
Dual utility feeds, ATS, UPS and diesel generator for uninterrupted power infrastructure.
Redundant cooling units with temperature/humidity monitoring and proactive alerts in critical zones.
Target repair time for facility-critical infrastructure faults. RPO/RTO defined separately in DR contracts.
Continuous observation, incident management and escalation via NetFlow, SNMP, PDU and synthetic probes.
Kuzey Datacenter delivers predictable operational standards for enterprise customers. SLA scope is customized per signed contract based on service type (colocation, dedicated, cloud, managed).
The values below are reference targets for standard enterprise packages. Additional SLA clauses may apply for private cabinets, high-density power, BGP or managed service contracts.
Planned maintenance is announced at least 72 hours in advance via email and the status page.
Dedicated NOC hotline and ticket escalation channels for critical (P1) incidents per contract.
Defined replacement and spare-part procedures for facility and network equipment failures.
Monthly uptime and incident summary reports available on request; measurement methodology defined in contract.
Physical security, access control and compliance processes integrated with operational SLA management.
Tailored uptime and credit terms for finance, healthcare and high-criticality projects.
| Priority | First Response | Updates | Target Resolution |
|---|---|---|---|
| P1 – Critical | 15 minutes | Every 30 minutes | 4 hours |
| P2 – High | 30 minutes | Hourly | 8 hours |
| P3 – Normal | 2 hours | Daily | 24 hours |
| P4 – Low | 4 hours | Business hours | 5 business days |
Planned maintenance procedures and conditions excluded from SLA calculation
Announced maintenance windows; scheduled during low-traffic hours (02:00–06:00 TRT) when possible.
Non-emergency maintenance notified at least 72 hours ahead; urgent security patches at least 24 hours ahead.
Power, cooling and network maintenance targets seamless failover on redundant paths where possible.
All planned interventions tracked via change tickets and verified post-implementation.
Capacity upgrades and firmware updates scheduled in maintenance windows with customer impact assessed in advance.
Planned maintenance published on status.kuzeydc.com and via email notification.
Outages from customer-side configuration, software, patching or unauthorized physical intervention.
Natural disasters, war, pandemic, large-scale utility/telecom outages or legal requirements.
Incidents from customer-selected upstream, CDN, SaaS or external service providers.
Targeted DDoS or attack-related outages; advanced scrubbing covered under separate agreements.
Outages on carrier, IX or customer equipment interconnects (excluding facility backbone).
Services not covered by SLA, trial environments and customer self-managed infrastructure.
If contracted monthly uptime targets are missed, eligible enterprise customers may receive service credits per the reference table below. Exact rates and caps are defined in the customer agreement.
| Monthly Uptime | Service Credit | Description |
|---|---|---|
| ≥ 99.982% | — | Target met; no credit applies. |
| 99.900% – 99.981% | 5% | Reference credit rate for standard enterprise packages. |
| 99.000% – 99.899% | 10% | Applied to monthly invoice; cap defined in contract. |
| 95.000% – 98.999% | 25% | Critical outage scenario; evaluated with incident report. |
| < 95.000% | 50% | Maximum credit cap per contract; per-incident limits may apply. |
SLA clauses apply to colocation, dedicated server, private cloud, managed network and selected managed service contracts. Details are in the quote and agreement.
Monthly availability is calculated via NOC monitoring at facility and network layers. Per-port, VLAN or per-service measurement is defined in the contract with planned maintenance exclusions noted separately.
Pre-announced maintenance published on the status page may be excluded from SLA calculation as defined in the contract.
Yes. Physical intervention requests (reboot, cable check, visual inspection) follow priority-based response times; details are in the colocation agreement.
Customized SLA addenda with tailored uptime, RTO/RPO and credit terms are available for finance, healthcare and high-criticality projects. Contact our sales team.
Submit a ticket or written request within 15 business days after the relevant month. Credits are applied to the next invoice after NOC logs and monitoring data are verified.
Contact our sales team for project-specific uptime, response and credit commitments.