Status and SLA
How available the platform is, and what happens if it is not
Being locked out of the panel at month-end close or on payroll day stops work. Here we set out our availability target, how we measure it, how we schedule maintenance and how we communicate during an incident. These values are targets, not contractual guarantees.
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What a 99.9% target means
A monthly availability target of 99.9% means total downtime outside scheduled maintenance should not exceed about 43 minutes in a 30-day month. Announced scheduled maintenance is not counted.
- Availability target
- 99.9%
- Monthly downtime budget
- ~43 min
- Maintenance notice
- 48 hours ahead
Support response targets by plan
Times are first-response targets, not resolution times. Business hours are weekdays 09:00-18:00 (Türkiye time).
| Plan | Channel | First response target | Critical incident |
|---|---|---|---|
| Starter | In-app support, email | 2 business days | 8 business hours |
| Business | In-app support, email | 1 business day | 4 business hours |
| Professional | In-app support, email, priority queue | 8 business hours | 2 hours |
| Enterprise | Named contact | Per contract | Per contract |
How we measure
Availability is measured by monitoring that runs outside the platform: the sign-in page and the API are checked at regular intervals. Consecutive failed checks are recorded as downtime. The monthly rate is calculated as (total minutes in the month excluding scheduled maintenance, minus downtime minutes) divided by (total minutes in the month excluding scheduled maintenance).
Not counted as downtime: announced scheduled maintenance, outages of external services you connect yourself (such as e-signature, payments or WhatsApp), and access problems caused by your own network.
Scheduled maintenance
- Announced at least 48 hours in advance with an in-app notification.
- Done in low-usage hours, mostly between 02:00 and 05:00 Türkiye time.
- Most application updates deploy without downtime; large updates that change the database structure are moved into a maintenance window.
Incident communication
- Start: Affected tenants are told what happened and which features are affected.
- Updates: Status is shared at regular intervals while the incident lasts.
- Closure: The root cause, the affected time window and measures to prevent a recurrence are summarized.
For incidents that may involve data loss or a personal data breach, the processes on the backup and recovery and KVKK and GDPR pages also apply.
Frequently asked questions
Is 99.9% availability guaranteed?
No, it is a target. Standard plans carry no contractual service level guarantee or related credit commitment. A contract-specific service level can be discussed on the Enterprise plan.
How is availability measured?
By monitoring from outside the platform that checks the sign-in page and the API at regular intervals. If a check fails and the retry also gets no response, that period counts as downtime.
When does maintenance happen?
Scheduled maintenance is announced at least 48 hours ahead and done in low-usage hours, usually between 02:00 and 05:00 Türkiye time. Most updates are deployed without downtime.
How will I know about an outage?
Affected tenants are told through in-app notifications and email; updates follow while the incident lasts, and a summary of what happened is shared at closure.
Related
Trust Center →
Security, KVKK and GDPR, subprocessors, backups and the compliance roadmap in one place.
Backup →
A 6-hour database backup target, RPO and RTO targets, data export.
Security →
Infrastructure, tenant isolation, encryption, access control and audit trail.
Pricing →
Plans that grow with your company. Tell us your size and we will send a written quote.
Compliance →
Roadmap for ISO, SOC 2, VERBİS and the AI Act; target quarter and preparation status.
Let us talk about an enterprise service level
Write to us for contract-specific availability and support targets.
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