Service Level Agreement 

Service Level Agreement (SLA) for Customer Support

Welcome to our Service Level Agreement (SLA) page. At Sanarise Teknoloji, we are committed to providing our  clients with exceptional customer support. This page outlines the levels of service you can expect from our support team.


Response and Resolution Times

We categorize issues into four priority levels, each with specific response and resolution times:

  1. Critical Issues
    • Description: System is down or major functionality is severely impacted.
    • Initial Response Time: Within 1 hour
    • Resolution Time: Within 7 hours
  2. High Priority Issues
    • Description: Significant impact on functionality, but the system is operational.
    • Initial Response Time: Within 2 hours
    • Resolution Time: Within 12 hours
  3. Medium Priority Issues
    • Description: Moderate impact on functionality with workarounds available.
    • Initial Response Time: Within 4 hours
    • Resolution Time: within 72 hours
  4. Low Priority Issues
    • Description: Minor impact on functionality or general inquiries.
    • Initial Response Time: Within 8 hours
    • Resolution Time: TBA

Support Availability

  • Standard Support: Our support team is available Monday to Friday, from 9 AM to 6 PM.
  • Extended Support: We provide 24/7 support for critical issues to ensure your operations run smoothly.

Communication Channels

To provide you with the best support, we offer multiple communication channels:

  • Support Ticket System: Use our ticketing system to log all support requests for efficient tracking and resolution.
  • Email: For follow-ups and less urgent matters, reach us at [email protected].
  • Phone: For critical and high priority issues, call us at +90 552 849 45 29.

Escalation Procedures

If your issue is not resolved to your satisfaction, you can escalate it through the following steps:

  1. First Level: Contact your assigned support representative.
  2. Second Level: Reach out to the support team lead.
  3. Final Level: Contact the company manager at [email protected].

Performance Metrics

We continuously monitor our performance to ensure we meet our SLA commitments. This includes tracking:

  • Response times
  • Resolution times
  • Customer satisfaction through regular surveys

Monthly Feedback Meetings

To ensure continuous improvement and alignment with your needs, we conduct monthly feedback meetings with our clients. During these meetings, we:

  • Review the past month's performance and support interactions.
  • Gather your feedback on our service and any areas for improvement.
  • Discuss any upcoming needs or projects.
  • Address any concerns or issues you may have.

These meetings are crucial for us to maintain a high standard of service and ensure your satisfaction.

Regular Reviews

We review our SLA performance quarterly and make adjustments based on customer feedback and performance data to better serve you.

We are committed to providing you with reliable and efficient support. If you have any questions about our SLA, please contact us at [email protected].


Updated on: 8th of July 2024