Service Level Agreement

This agreement shows the level, limitations, and quality characterizations of the integrated cloud infrastructure services provided under the legal name of ArvanCloud belonging to Noyan ArvanCloud Company. Henceforth, ArvanCloud will be referred to as the company. The company is bound to provide the promised level of quality to the user who is benefiting from one or more of ArvanCloud’s infrastructural services.

This agreement provides a detailed explanation of the accessibility, maintenance, and limitations of ArvanCloud’s infrastructural services. Furthermore, services provided in case of disruptions in such services are elaborated. It is worth mentioning that all types of service disruptions of the company will be examined according to the present document, and compensations will be offered.

This agreement applies to those who have paid the service fees and are not in debt to the company. The service in question must also be active. Such services will not be extended to users who have a negative balance or are in debt to the company.

Using any of ArvanCloud’s infrastructural services connotes to complete agreement with the content of this page. Rejecting the agreement means the terminations of all services. Therefore, if the user does not agree to the SLA, we ask that they refrain from using our products and services.

Any change and updates in the content of this page will be informed to the user through various means such as letter, fax, email, or notification in the user panel. Nonetheless, users are responsible for checking this page periodically to learn the latest updates to the agreement.

The following reasons for disruptions are not applicable to the Credit Services:

The company is responsible for providing monthly uptime access for each cloud service unless limitations and restrictions apply.
When disruption has occurred, the ratio of disruption duration to the active duration in the 30 days will be calculated according to the monthly expense of each service, and the information will be accessible in the user panel of the customer. The percentage of monthly uptime access is calculated through the following:



ArvanCloud’s Credit Services for each service is explained in the following:

4.4.1.1. In case the Cloud Storage is down so that the users cannot send or receive data. (In case the source of the interruption is the internet links or the telecommunication infrastructure of the data center, the credit services are not applied.)

Once the company has assessed the issues according to the terms of this agreement, the credit service will be activated in order to compensate for the monthly uptime access. The company will not be responsible for compensating the possible losses of the user. The maximum credit service is 100% of the monthly expense of the down service. Thus, the compensated expense will not be more than the monthly expense, and the compensations will not be provided for other losses of the customer.

When requesting credit service, the customer needs to send an official letter or a ticket to the support team of the company titled “Credit Service Request.” The service downtime logs and reports must be included in the letter. Credit Service can be requested up to 20 days following the disruption in the service. The company will examine your request to see its submitted time and whether the interruptions were part of the applied restrictions and limitations, after which the credit service will be calculated and provided for the user. This credit service can only be used for the cloud services provided and under no conditions will the financial settlement be offered.