Draft — this text is under legal review and is not final yet.
Service Level Agreement (SLA)
Last updated: 30 September 2026
This page describes the availability target, planned maintenance, support channels and first-response times for support requests for the standard cloud service provided by HADRON YAZILIM TEKNOLOJİ DANIŞMANLIK VE TİCARET LİMİTED ŞİRKETİ (“Hadron”). Terms may differ under on-premise and private cloud agreements (section 7).
1. Scope
This service level applies to the web application of Hadron’s cloud service and the connected Hadron Me and Hadron Partner apps.
2. Availability target
Hadron targets 99.5% availability in each calendar month. This means at most about 3.6 hours of downtime in a month, excluding planned maintenance.
Availability is the share of time the service is usable in a calendar month, after planned maintenance is subtracted from the total time.
This rate is a target. If it is not met, no service credit or refund applies; you are informed of the cause of the outage and the action taken.
3. Planned maintenance
Planned maintenance that requires downtime is announced in advance by email and done outside business hours where possible. Planned maintenance is not counted towards availability.
4. Support channels and hours
Support is provided on weekdays between 09:00 and 18:00 (Türkiye time, excluding public holidays).
- Email: support@usehadron.com
- Phone: +90 530 185 46 80
5. Severity levels and first-response times
| Severity | Definition | First response |
|---|---|---|
| Critical | The service is unavailable, or a core task such as invoicing, goods receipt or posting is blocked for all users | 1 hour |
| High | An important function doesn’t work and there is no workaround | 4 hours |
| Normal | A function partly doesn’t work, or a workaround exists | 1 business day |
| Low | A question, minor bug or improvement request | 3 business days |
Times run within support hours. The first response is confirmation that the request was received and is being investigated; resolution time depends on the nature of the issue, and you are kept informed until it is resolved.
You propose the severity when opening a request; it is confirmed together.
6. Exclusions
Outages and issues caused by the following are not counted towards availability or response times:
- Planned maintenance
- Issues caused by the customer’s network, internet connection or devices
- Third-party services: the e-invoice integrator, the Turkish Revenue Administration, banking and point-of-sale systems
- The results of actions and settings made by the customer’s authorised users
- Force majeure
7. On-premise and private cloud
The targets and times on this page apply to Hadron’s standard cloud service. Under the on-premise and private cloud agreements we make with you, the availability target, support hours and response times may differ; those terms are set out in the relevant agreement. For a custom offer, contact us.
8. Changes
This page may be updated. Changes are published on this page; the last updated date is shown at the top.