Service Agreement

Service agreement between IzHost and its customers.

Last updated: January 01, 2026

This Service Agreement ("Agreement") governs the mutual rights and obligations between İzHost Bilişim ve Danışmanlık Hiz. Tic. Ltd. Şti. ("IzHost" or "Service Provider") and the party receiving services ("Customer") regarding IzHost's IT and cloud services.

Subject of Agreement

This agreement governs the terms of providing cloud server, dedicated server, co-location, web hosting, corporate email, backup, DNS, SSL certificate, network consulting, system management, and all related IT services by IzHost to the Customer.

Service Level Agreement (SLA)

IzHost commits to the following uptime guarantees for its services:

Cloud Server and Dedicated Server: 99.99% monthly uptime guarantee
Web Hosting: 99.9% monthly uptime guarantee
Email Services: 99.9% monthly uptime guarantee
DNS Services: 100% uptime guarantee (Anycast infrastructure)

SLA Breach Compensation

If the uptime guarantee is not met, a discount on the monthly service fee will be applied based on downtime duration:

99.99% - 99.9%: 10% of monthly fee as credit
99.9% - 99.0%: 25% of monthly fee as credit
Below 99.0%: 50% of monthly fee as credit

Payment Terms

Service fees are collected upfront or on a monthly/annual basis according to the payment plan determined at the time of order.

Invoices are issued on the 1st of each month and must be paid within 7 days.
Payment methods: Bank wire/EFT, credit card.
A 2% monthly late payment interest applies to overdue payments.
Service may be suspended if payment is not made for 30 days.
Account and data may be deleted if payment is not made for 60 days.
All prices are exclusive of VAT.

Customer Obligations

The Customer agrees to comply with the following obligations during service usage:

Use services in compliance with laws and ethical standards.
Keep account information confidential and secure.
Not engage in malicious activities such as spam, phishing, or DDoS attacks.
Not host copyright-infringing content.
Avoid activities that would excessively consume server resources.
Provide IzHost with up-to-date contact information.

IzHost Obligations

IzHost assumes the following obligations as the service provider:

Provide services in accordance with SLA commitments.
Provide 24/7 technical support.
Protect the confidentiality and security of customer data.
Notify planned maintenance at least 48 hours in advance.
Keep infrastructure up-to-date and secure.
Announce service changes within a reasonable timeframe.

Data Backup and Protection

IzHost provides backup services at the infrastructure level. However, the ultimate responsibility for backing up customer data lies with the Customer. IzHost cannot be held responsible for data loss resulting from backups not performed by the Customer.

For Customers who purchase a backup service, the backup frequency and retention period are determined by the service package.

Cancellation and Termination

Cancellation by Customer

The Customer may cancel the service by providing notice at least 15 days before the end of the relevant billing period.
In annual payment plans, the remaining period is non-refundable in case of early cancellation.
Data is retained for 30 days after cancellation.

Termination by IzHost

IzHost may terminate the service in case of contract violation, illegal activity, or payment default.
In severe violations (spam, DDoS, illegal content), service may be terminated immediately.
In case of termination, the Customer is given time to retrieve their data.

Force Majeure

In cases of force majeure such as earthquakes, floods, fires, wars, terrorism, pandemics, internet infrastructure failures, and power outages, parties cannot be held responsible for their obligations. Contract obligations are suspended during the force majeure period.

Dispute Resolution

In disputes arising from this agreement, amicable solutions shall be sought first. If the dispute cannot be resolved, Istanbul Courts and Enforcement Offices shall have jurisdiction. This agreement is subject to the laws of the Republic of Turkey.

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