1. Uptime Guarantee

HekimBis provides a 99.9% monthly uptime guarantee on MTY Cloud infrastructure. This means a maximum of 43 minutes of unplanned downtime per month. Scheduled maintenance periods are not included in this calculation.

2. Infrastructure

Our server infrastructure is provided by MTY Cloud, serving in 7 countries and 14 locations. High availability is ensured through geographic redundancy, automatic load balancing and instant failover mechanisms.

3. Support Response Times

Critical (Level 1) issues: Response within 1 hour. High (Level 2) issues: Response within 4 hours. Normal (Level 3) issues: Response within 8 business hours. Low (Level 4) issues: Response within 2 business days.

4. Backup

All data is backed up daily. Backups are stored encrypted in different geographic locations. Data recovery is initiated within 4 hours upon request.

5. Compensation

In case of falling below the guaranteed uptime, a proportional portion of the affected month subscription fee will be refunded as credit. Please contact us for the detailed compensation table.

6. Contact

For questions about our SLA commitment, you can contact us at [email protected] or +90 850 123 45 67.