Service Level Agreement (SLA)
Effective date: 5 July 2026 · Version: 1.1
This Service Level Agreement ("SLA") is an annex to the UDENTIVA Terms of Use and governs the availability, support and remedy conditions of the UDENTIVA Service (the "Service") provided by Arı Bulut Depolama Bilişim ve Ticaret A.Ş. (the "Company"). This SLA applies only where it has been accepted in writing by the parties or where it is expressly included in the relevant plan.
1. Definitions
- Monthly Availability (Uptime): The ratio of the time during which the Service is available in the relevant calendar month to the total time (after deducting Excluded Periods).
- Downtime: The Customer's inability to access the core functions of the Service for a reason attributable to the Company.
- Scheduled Maintenance: Work announced in advance and carried out within a maintenance window.
- Service Credit: The remedy granted to the Customer in the event that the availability commitment is not met.
- RPO (Recovery Point Objective): The maximum acceptable period of data loss in an incident.
- RTO (Recovery Time Objective): The targeted period for restoring the Service after an incident.
2. Availability Commitment
The Company targets a monthly availability of 99.5% for the Service.
Monthly Availability is calculated using the following formula:
Availability (%) = ((Total Minutes − Excluded Minutes − Downtime Minutes) / (Total Minutes − Excluded Minutes)) × 1003. Excluded Situations
Downtime arising from the following causes is not included in the availability calculation:
- Announced Scheduled Maintenance work;
- Force majeure (as defined in the Terms of Use);
- Problems arising from the Customer's own infrastructure, internet connection, devices or improper use;
- Interruptions arising from third-party services (payment, SMS/email, external integrations) and beyond the Company's reasonable control;
- Suspensions carried out due to the Customer's breach of the Terms of Use;
- Emergency security interventions.
4. Scheduled Maintenance
The Company endeavours to perform scheduled maintenance during low-traffic hours as far as possible and provides reasonable advance notice (e.g., at least 24 hours). Emergency security patches may be applied without prior notice.
5. Service Credits
Where the monthly availability falls below the committed rate, the following Service Credits may be applied upon the Customer's written request:
| Monthly Availability | Service Credit (% of monthly fee) |
|---|---|
| 99.5% – below 99.0% | 10% |
| 99.0% – below 95.0% | 25% |
| Below 95.0% | 50% |
Credit conditions:
- The request shall be made in writing to [email protected] within 30 days following the relevant month.
- Service Credits are applied by way of set-off against the invoice for the following period; they are not refunded in cash.
- Service Credits are the Customer's sole and exclusive remedy in the event that the availability commitment is not met.
6. Backup and Disaster Recovery
- Backup: Data is backed up regularly and automatically.
- RPO: ≤ 24 hours (a point-in-time recovery window of at least 7 days is targeted).
- RTO: ≤ 8 hours (targeted restoration time for serious incidents).
These targets constitute a commercially reasonable-efforts commitment; they do not constitute an absolute guarantee.
Data residency (including backups): All Clinic Data, including backups and recovery copies, is hosted solely in Turkey; health data is not transferred abroad (Regulation on Personal Health Data, Arts. 15–16; Regulation on Health Information Management Systems, Art. 16). A geographically separate copy of the backups and a documented recovery test every 6 months (in line with the approach of Art. 15 of the Regulation on Health Information Management Systems) are targeted.
6A. Data Portability and Continuity
Upon termination of the Service or a change of provider, the Clinic may export its data in a standard format and as a VEM View compliant with the Minimum Data Model (VIEW schema); UDENTIVA does not engage in "vendor lock-in". This right and the related process are governed by Article 9 of the Data Processing Addendum (DPA). Access and transaction logs are retained for at least 5 years in accordance with the SAMİLOG approach.
7. Support and Response Times
Support requests are classified according to their level of impact. Response times are calculated on the basis of business days and business hours (unless otherwise stated in the plan).
| Severity Level | Definition | Target Initial Response |
|---|---|---|
| Critical (P1) | Service completely inaccessible, business-stopping | 2 hours |
| High (P2) | Significant function not working, no workaround | 4 hours |
| Medium (P3) | Partial impact, workaround available | 1 business day |
| Low (P4) | General question, request, improvement suggestion | 2 business days |
Response times are for the initial response; the resolution time varies according to the nature of the issue.
Support channels: [email protected] · (0212) 886 52 79 · [support panel]
8. Escalation
For Critical (P1) issues, in the event that no response is provided within the committed response time, the Customer may escalate the request in the following order: support officer → technical team lead → operations management.
9. Effectiveness and Amendment
This SLA is in force together with the Terms of Use. The Company may update the SLA with reasonable notice; material changes take effect at the renewal period.
10. Relevant Legislation
- Regulation on Personal Health Data (32610): https://www.mevzuat.gov.tr/mevzuat?MevzuatNo=32610&MevzuatTur=7&MevzuatTertip=5
- Regulation on Health Information Management Systems (39682): https://www.mevzuat.gov.tr/mevzuat?MevzuatNo=39682&MevzuatTur=7&MevzuatTertip=5
- Law No. 6698 on the Protection of Personal Data (KVKK): https://www.mevzuat.gov.tr/mevzuat?MevzuatNo=6698&MevzuatTur=1&MevzuatTertip=5
Governing law: This SLA is governed by the laws of the Republic of Turkey.