Version 1 · Effective from: 3 November 2026 · Published: 3 November 2026

Service Level Agreement (SLA)

Last updated: [To be specified before publication: effective date]

This Service Level Agreement (the "SLA") sets out the service levels provided by SMARTLABS MEDYA TEKNOLOJİLERİ ANONİM ŞİRKETİ (the "Provider") to the customer identified in the account or order records for the Medyapin® OS service (the "Customer") and forms an integral part of the Terms of Service. Medyapin® and Medyapin.com are registered trademarks of SMARTLABS MEDYA TEKNOLOJİLERİ ANONİM ŞİRKETİ.

1. Scope

1.1. This SLA covers the availability of the cloud content management system (CMS) and API services operated by the Provider.

1.2. The following are outside the scope of this SLA:

Deployments run on the Customer's infrastructure under an on-premise licence
The Customer's networks, Internet connectivity, screens, player devices and other hardware
Third-party content sources, integrations and POS systems connected by the Customer
Trials, free plans and features marked as beta or preview

2. Definitions

Monthly Availability Percentage: the total number of minutes in a calendar month minus Downtime minutes, divided by the total number of minutes less Excluded Time, expressed as a percentage.
Downtime: each minute in which the CMS or API is unavailable because the Provider's health-check endpoint fails to respond or returns a server error in consecutive checks by a majority of external monitoring locations.
Planned Maintenance: maintenance, updates and infrastructure work announced in advance in accordance with Section 4.
Excluded Time: time attributable to the cases listed in Section 5.
Service Credit: a discount granted to the Customer, to be offset against subsequent invoices, if the committed availability level is not met.

3. Availability Commitment

3.1. The Provider commits to the following monthly availability targets for the cloud CMS and API:

Standard plans: 99.5%
Enterprise plans: [To be confirmed before publication: 99.9%]

3.2. Measurement method: availability is measured by external monitoring locations independent of the Provider's infrastructure, which query the health-check endpoint at 1-minute intervals. The Provider's monitoring records are authoritative; the Customer retains the right to submit evidence to the contrary.

4. Planned Maintenance

4.1. Planned Maintenance is announced at least 48 hours in advance via the status page, e-mail and/or the Service interface.

4.2. Planned Maintenance is carried out, where possible, during low-traffic hours and may not exceed [To be confirmed before publication: 8] hours in total per month. Maintenance time exceeding this limit counts as Downtime.

4.3. Emergency maintenance, such as remediation of a security vulnerability, may be announced at shorter notice; such work does not count as Planned Maintenance.

5. Exclusions

Unavailability resulting from the following does not count as Downtime:

Planned Maintenance announced in accordance with Section 4
Force majeure events (natural disasters, war, widespread power outages, decisions of public authorities, etc.)
Actions, misconfigurations or use contrary to the Terms of Service by the Customer or its users
Suspension of the service for non-payment or breach of contract
Features marked as beta, preview or trial
Internet, DNS or telecommunications outages outside the Provider's network
Outages of third-party services beyond the Provider's reasonable control

6. Offline Playback

Medyapin® players continue to play previously downloaded and scheduled content without a cloud connection; online connectivity is not required for scheduled playback. The impact of cloud outages on what screens display is therefore limited. This feature does not reduce the Provider's availability obligations under this SLA.

7. Service Credits

7.1. If the Monthly Availability Percentage falls below the committed level, the Customer is entitled to the following Service Credits, calculated on that month's fee for the affected service (standard plans):

Below 99.5% but at least 99.0%: 5%
Below 99.0% but at least 95.0%: 10%
Below 95.0%: 25%

7.2. Tiers for Enterprise plans: [To be specified before publication].

7.3. Total Service Credits for any month may not exceed 25% of that month's fee for the affected service. Service Credits are not redeemable for cash, are non-transferable and are only offset against subsequent invoices.

8. Claim Process

8.1. The Customer must submit a Service Credit claim to info@smartlabs.com.tr within 30 days of the end of the relevant month.

8.2. The claim must include account details, the dates and times of the Downtime, the affected services and any supporting records. Claims not submitted in time are forfeited.

8.3. The Provider will assess the claim within a reasonable period and notify the Customer of the outcome.

9. Sole Remedy

Subject to the Terms of Service and mandatory law, Service Credits are the Customer's sole and exclusive remedy for failure to meet the availability commitment.

10. Support

10.1. Support Channels and Hours

Support requests may be submitted to info@smartlabs.com.tr and by telephone at 08502593666. Support hours are weekdays 09:00–18:00 (Turkey Time, TRT), excluding public holidays.

10.2. Initial Response Targets

Critical (service completely unavailable): 1 hour (within business hours); for Enterprise plans [To be confirmed before publication: 24/7]
High (an important function seriously affected): 4 hours
Normal (limited impact, workaround available): 1 business day
Low (information request, minor defect): 3 business days

These are initial response targets, not resolution time commitments.

11. Status Communication

The Provider announces Downtime and Planned Maintenance via the status page at [To be specified before publication: status page address], e-mail and/or the Service interface. After significant Downtime, a post-incident summary report is shared on request.

12. Backup and Recovery Targets

Recovery Point Objective (RPO): [To be confirmed before publication: 24 hours]
Recovery Time Objective (RTO): [To be confirmed before publication: 8 hours]

These values are targets and are validated through regular restore drills.

13. Changes

The Provider may update this SLA. Material changes to the Customer's detriment will be notified at least 30 days before taking effect and will not apply to the Customer's detriment until the end of the current subscription term. Matters relating to the processing of personal data are governed by the Data Processing Agreement and the KVKK Privacy Notice.

Contact: SMARTLABS MEDYA TEKNOLOJİLERİ ANONİM ŞİRKETİ, REŞİTPAŞA MAH. DENİZBANK SİTESİ SOK. NO:20 SARIYER İSTANBUL, KEP: [To be completed: Registered e-mail (KEP) address], E-mail: info@smartlabs.com.tr, Telephone: 08502593666.