This English version is provided for convenience; the Turkish version prevails.
This agreement sets out the service level dor.net (MGN Teknoloji A.Ş.) provides for its dedicated and cloud server services, the measurement method and the outage credits that apply when the commitment is not met. It forms an integral part of the Terms of service.
1. Definitions
- Network availability
- the Customer's server being reachable from the internet at the dor.net network edge (edge routers). The network is deemed available if the server's allocated IP address can be reached from dor.net's monitoring points.
- Infrastructure availability
- for dedicated servers, power and hardware being operational; for cloud servers, the virtualisation host and storage system being operational.
- Outage
- loss of network or infrastructure availability for 5 consecutive minutes or longer, for a reason not excluded under section 4. The outage duration is measured from the moment dor.net's monitoring records the loss (or, if earlier, the moment the Customer opens a support ticket) until access is restored.
- Monthly availability
- for a calendar month, (total minutes in the month − outage minutes) ÷ total minutes in the month × 100.
- Monthly fee
- the fee accrued for the affected service in that calendar month (dedicated: the period fee; cloud: the sum of hourly fees for the month).
- Outage credit
- a percentage of the monthly fee added to the Customer's balance as credit.
2. Commitment
| Service | Commitment | Measurement |
|---|---|---|
| Network availability (dedicated and cloud) | 99.9% monthly | calendar month |
| Infrastructure: dedicated power and hardware | 99.9% monthly; target of 4 hours from diagnosis for replacement of a faulty part (during business hours; for parts held in stock) | calendar month |
| Infrastructure: cloud host and storage | 99.9% monthly | calendar month |
99.9% monthly corresponds to roughly 43 minutes of outage in a calendar month.
The commitment covers infrastructure under dor.net's control. The Customer's operating system, software, configuration and applications are out of scope; if the server is running and reachable from the network but the Customer's application does not respond, there is no outage.
3. Outage credit table
If monthly availability falls below the commitment, the Customer may claim the following credit for the affected service:
| Monthly availability | Approx. outage (per month) | Credit (% of monthly fee) |
|---|---|---|
| 99.9% and above | up to 43 minutes | no credit (commitment met) |
| 99.5% – 99.89% | 44 minutes – 3.6 hours | 10% |
| 99.0% – 99.49% | 3.6 – 7.3 hours | 25% |
| 98.0% – 98.99% | 7.3 – 14.6 hours | 50% |
| below 98.0% | more than 14.6 hours | 100% |
- The credit for a calendar month cannot exceed 100% of the affected service's monthly fee.
- The credit is added to the Customer's balance and set off against subsequent service fees; it is not paid in cash and is not refunded when the account is closed (promotional balance rule). Consumers' statutory compensation rights remain unaffected (section 7).
- If several servers are affected, the credit is calculated separately for each.
4. Exclusions
Loss of access for the following reasons is not an outage and does not qualify for credit:
- Scheduled maintenance
- maintenance announced at least 48 hours in advance in the console and by e-mail, scheduled where possible in low-traffic hours (01:00–06:00 Türkiye time) and not exceeding 4 hours in total per month. Maintenance time beyond this limit counts as outage.
- Emergency maintenance
- interventions that cannot be announced in advance to address a security vulnerability or failure risk; excluded up to 1 hour per month, with the excess counting as outage. Emergency maintenance is announced as soon as possible.
- Causes attributable to the Customer
- the Customer's configuration, software, operating system, firewall rules, reboots or reinstallations at its own request, suspension for insufficient balance, suspension for breach of the Acceptable use policy.
- Force majeure
- events defined in clause 20 of the Terms of service.
- DDoS attacks
- attacks targeting the Customer's server and the protective filtering or null-routing dor.net applies because of them. dor.net makes reasonable efforts to mitigate attacks and restores the service as soon as the attack ends.
- Third-party networks outside dor.net's control
- the Customer's own internet provider, failures of transit providers beyond the dor.net network edge, DNS registry operators..
- Beta or free services
- features marked as beta and free trial periods.
5. Claiming credit
5.1. Credit is granted on the Customer's request. The request is made within 30 days after the end of the calendar month in which the outage occurred, through the ticket system in the console (subject "SLA credit"), stating the affected server and the date and time range.
5.2. dor.net compares the request with its monitoring records, decides within 10 business days and adds the credit to the balance. If the Customer's own monitoring records conflict with dor.net's, both are considered; reasonable doubt is resolved in the Customer's favour.
5.3. In wide-scale outages where the commitment is clearly not met, dor.net may apply the credit without waiting for a request.
6. Monitoring and transparency
- Network and infrastructure status is published at https://dor.net/status; scheduled maintenance and ongoing incidents are announced there and in the console.
- dor.net shares a root-cause summary for each incident within a reasonable time after it is closed.
- The Customer may use external monitoring services for its server; those records are considered under clause 5.2.
7. Nature of the credit and statutory rights
7.1. The outage credit is the pre-agreed remedy for failure to meet the commitment. For business customers it is the sole remedy for loss of availability, unless dor.net acted with intent or gross negligence.
7.2. For consumers the outage credit does not remove the rights under Law No. 6502 (defective service, rescission, price reduction, compensation); a consumer may exercise those rights instead of taking the credit.
7.3. The credit does not cover indirect damage caused by the outage (loss of profit, loss of data, loss of reputation); such damage is governed by clause 18 of the Terms of service.
8. Changes
If dor.net amends this agreement to the Customer's detriment it gives at least 30 days' notice; the change applies only to calendar months starting after the notice period. Improvements in the Customer's favour may be applied immediately with notice.
Company details
MGN Teknoloji A.Ş. · Fenerbahçe Mah. İğrip Sk. No: 13 İç Kapı No: 1, Kadıköy/İstanbul, Türkiye · Göztepe Tax Office / 6201650498 · MERSİS 0620165049800001 · KEP mgnteknolojianonim@hs06.kep.tr · legal@dor.net