1. Overview
This Service Level Agreement (SLA) aims to clarify the level of service that users can expect from our platform, and to define the mutual obligations between the platform and its users.
This agreement applies to all services provided through the electronic portal and forms an integral part of the Terms of Use.
2. Service Response Times
| Priority Level | Description | Response Time | Resolution Time |
|---|---|---|---|
| High | Core services related to financial transactions or those with significant impact on users | Within 2 hours | Within 24 hours |
| Medium | Common services that affect user experience but are not critical | Within 4 hours | Within 48 hours |
| Low | General inquiries and non-critical services | Within 24 hours | Within 72 hours |
* Response times are based on official working days from Sunday to Thursday, from 8:00 AM to 4:00 PM.
3. Service Availability
We are committed to providing an online services platform available 99.5% of the time, with the following exceptions:
- Scheduled maintenance periods that are announced in advance
- Service interruptions due to force majeure circumstances beyond our control
- Issues caused by third parties or external service providers
4. Support Levels
Level 1
Initial support through electronic channels and responding to general inquiries and minor issues.
Level 2
Handling advanced technical issues that require specialized intervention and deeper technical knowledge.
Level 3
Expert team for complex and critical issues that require in-depth analysis and exceptional intervention.
5. System Maintenance and Updates
Scheduled maintenance and updates will be carried out during low-usage periods to minimize impact on users. Notifications of scheduled maintenance will be sent at least 48 hours in advance through:
6. Incident Management
In the event of any unplanned service interruption, we are committed to:
- Notifying affected users as soon as possible
- Allocating appropriate resources to resolve the issue
- Providing regular updates on the status of repairs
- Conducting post-incident analysis to prevent recurrence of similar issues
7. User Responsibilities
To ensure the best level of service, users are expected to:
- Provide accurate and complete information when using services or reporting issues
- Comply with security policies and Terms of Use
- Cooperate with the support team during issue resolution
- Keep contact information up to date to receive important notifications
8. Performance Measurement and Reporting
We are committed to transparency in our performance through:
- Publishing monthly statistics on service availability
- Reviewing and updating the Service Level Agreement periodically
- Collecting and analyzing user satisfaction to improve services
Agreement Indicators
9. Contact Us
You can report issues or inquire about services through:
