Defines the targeted service level in the infrastructure layers operated by tten, the cases that fall outside the scope and the procedure followed in the event of a failure.
1. Parties and scope
1.1 Parties
This Service Level Statement defines the service level framework between TTEN Teknoloji A.Ş. (“tten” in this document) and the customer benefiting from tten services (“you” in this document).
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1.2 Services within scope
This document applies to the following tten services:
Cloud Server
Virtual Data Center (VDC)
tten MCP Server
1.3 Layer within scope
The Statement applies to the infrastructure layers operated by tten:
Physical hardware: server hardware, disk and storage, network hardware
Virtualization layer
tten firewall infrastructure and the isolated VLAN dedicated to you within the Virtual Data Center
Internet access over BGP
Power and cooling at the service points hosting your servers
The Statement covers your virtual server being operational. Access to Core Panel, the Public API and tten MCP Server (mcp.tten.net) falls outside the scope of this Statement. An interruption in these interfaces is not deemed downtime as long as your server continues to operate.
The limit of responsibility passes at the operating system. Your operating system and everything running on it fall outside the scope of this Statement: operating system updates and security hardening, the services and applications you install, application data, user and access management, and which port you expose to the outside. Because root privileges are yours, control of this layer is yours as well. The complete separation of layers is set out on the Responsibility Model page.
1.4 Scope of the Statement
This Statement applies to packages that run on tten infrastructure and are purchased through the tten website. Servers running in another cloud or in your own data center fall outside the scope of this Statement. Those services are subject to a separate agreement.
2. Definitions
Service: the cloud infrastructure services listed in section 1.2 and provided by tten.
Availability: the ratio of the time within a year during which the service is accessible and operational over the tten layers listed in section 1.3 to the total time. Expressed as a percentage.
Downtime: a situation arising from the tten layers in section 1.3 that prevents access to the service. The cases listed in section 4 are not deemed downtime.
Planned maintenance: work carried out by tten with prior notice for the purpose of maintaining, updating or expanding the capacity of the infrastructure.
Service point: the data center cabinet area in which tten places its own hardware and engineering. tten does not have its own data center; the service is provided through service points.
3. Service level
3.1 Declared level
tten operates at an annual availability level of 99.99% in the services listed in section 1.2, for the infrastructure layer defined in section 1.3.
3.2 The architecture behind the level
The CPU, RAM and storage layers of your servers, internet access on a BGP basis, and the power and cooling at the service points hosting your servers are redundant. In the event of a hardware failure, your virtual server is brought back up on another physical server in the resource pool. The infrastructure is monitored 24/7.
3.3 Nature of the Statement
This section states clearly what the Statement is and what it is not.
No service credit, penalty or compensation regime is established. If availability remains below the declared level within a year, no credit is applied to your account under this document and no separate payment is made. Your rights arising from general legal provisions and from your service agreement are reserved.
The document does not create a reporting obligation. Availability is tracked through tten’s own monitoring systems. This document does not establish an obligation to provide a status page open to customers, a periodic availability report or measurement records.
In the event of downtime, our obligation is intervention. In an interruption originating from the infrastructure, tten carries out the intervention required to make the service accessible again. Affected customers are informed.
The support channel varies by product. For self-service products (Cloud Server, Virtual Data Center, tten MCP Server) a support request is opened only from Core Panel. For Managed Services, telephone, e-mail and Core Panel are all accepted.
4. Cases outside the scope
Losses of access arising from the following situations are not deemed downtime.
4.1 Planned maintenance
tten performs planned maintenance for the maintenance and updating of the infrastructure. The duration of planned maintenance is not deemed downtime.
Prior notice period: at least 48 hours
Maintenance window: no fixed time range is committed. Planned maintenance is carried out during low-load hours as far as possible
Notification channel: e-mail and Core Panel announcement
Emergency maintenance: where a security vulnerability or an infrastructure risk requires immediate intervention, tten may perform maintenance without observing the notice period.
4.2 Outages originating from the customer
Failures occurring in your operating system, in the services you install or in your applications
Configuration changes made by you
The results of the commands you issue through Core Panel, the Public API or MCP (including deleting, resizing and restarting a server)
The firewall and port forwarding rules you define
Exceeding the limits of your resource pool
Loss or incorrect configuration of your access credentials inside the operating system
4.3 Third parties and external factors
Access problems arising from your own internet service provider (ISP)
Problems arising from your own domain name or DNS provider
Interruptions of the third-party services you use
Routing problems occurring on networks outside the tten infrastructure
Attacks directed at you and originating from outside the tten infrastructure (including DDoS). Loss of access caused by an attack is not deemed downtime. tten undertakes reasonable interventions such as filtering or limiting traffic during an attack, but does not guarantee that the attack will be rendered ineffective.
4.4 Force majeure
Natural disaster, fire, war, terrorism, epidemic, general strike, decisions of public authorities, power or communication infrastructure interruptions at grid level and similar events beyond the reasonable control of the parties.
4.5 Contractual cases
Suspension of the service due to your failure to fulfill your payment obligation
Suspension of the service due to a breach of the Terms of Use or the Acceptable Use Policy
Interruptions occurring during operations carried out at your request
The Statement also applies to free packages and trial use. A trial user runs on the same infrastructure and at the same availability level.
5. Changes to the Statement and entry into force
tten may update this document. The current version is published on this page and enters into force on the date of publication. Material changes producing results to your detriment are notified to your registered e-mail address at least 15 days before they enter into force.
This document is an integral part of the tten Terms of Use. In the event of a conflict between the Terms of Use and this document, this document prevails on matters relating to the service level.