TR EN

Service Level Agreement (SLA)Last Updated: September 28, 2026

English translation. This English version is provided for convenience. The Turkish version is the legally binding text; if there is any discrepancy, the Turkish version prevails.

01 Scope and Basic Principles

This Service Level Agreement ("SLA") sets out the availability, support and compensation terms for the paid container plans (Discord/Telegram bot, Node.js and Python hosting) offered by OVVA İLERİ TEKNOLOJİ YAZILIM SANAYİ VE TİCARET LİMİTED ŞİRKETİ ("Company") on the HOKAS platform.

The SLA does not apply to the free plan; the free plan is provided free of charge, as is and as available. The SLA is read together with, and forms an integral part of, the Terms of Service and the Distance Sales Agreement. For paid plans, this SLA takes precedence over the general "provided as is" provision in the Terms of Service with respect to availability and compensation.

02 Definitions

  • Availability: HOKAS infrastructure (servers, network and panel) keeping a paid-plan container in a runnable state.
  • Plan Period (Uptime): The period for which the purchased plan is valid. This period is a contract term, not a continuity measure. A container whose period has expired is stopped; this is not counted as an outage.
  • Outage: The period, excluding scheduled maintenance and exclusions, during which a container on a paid plan cannot be run because of the HOKAS infrastructure.
  • Monthly Availability Rate: The percentage found by subtracting the outage minutes from the total minutes in the calendar month and dividing by the total.

03 Service Level Commitment

The Company sets the monthly availability target for paid plans at 99%. Measurement is based on HOKAS's own monitoring systems and the records on the status.hokas.net status page.

This commitment is at the infrastructure level. Crashes, restarts and errors arising from the Customer's own code, bot, dependencies or configuration are not counted as outages.

04 Scheduled Maintenance

Scheduled maintenance may be carried out for security updates and hardware and infrastructure improvements. Scheduled maintenance is announced at least 24 hours in advance via the Discord server, the status page or email, and is not included in the outage calculation.

In cases of necessity such as urgent security patches, the notice period may be shorter; in that case, notification is given as soon as possible.

05 Support

  • Channels: The email address [email protected] and the HOKAS Discord community.
  • First Response Target: The aim is to give a first response to paid-plan owners' requests within 24 hours.
  • Scope: Problems originating from the platform and account and payment problems are covered by support. Debugging the Customer's own code, writing the bot or custom software development are not covered by support.

The first response time is a target; no guarantee is given for resolution time.

06 Compensation

If the monthly availability rate falls below the target, then upon the Customer's request, additional plan time equal to 2 times the duration of the outage is assigned to their account. Monthly compensation is limited to a maximum of 7 days.

  • Compensation is given as additional plan time; no cash refund, fee discount or other damages are paid.
  • Compensation is the Customer's sole and exclusive remedy under this SLA. This does not affect the Company's liability arising from its intent or gross negligence, nor rights that cannot be waived by law.
  • The Company cannot be held liable for indirect damages caused by an outage (loss of profit, loss of reputation, data loss, etc.).

07 Cases Outside the Scope of the SLA

The following cases are not counted as outages and give rise to no compensation:

  • The free plan and containers whose plan period has expired,
  • Scheduled maintenance periods,
  • Problems arising from the Customer's own code, bot, dependencies or configuration,
  • Slowing down, stopping or restarting of the container because the plan's CPU, RAM and disk limits were exceeded,
  • Accounts suspended or terminated for violating the Terms of Service (abuse, spam, attacks, malware, unlawful content, etc.),
  • Problems arising from takeover of the Customer's account or negligence with the password,
  • Cyber attacks such as DDoS and the protective measures taken against them,
  • Outages in third-party services such as Discord, Telegram, domain, DNS, payment infrastructure and network providers,
  • Force majeure such as natural disasters, power and internet outages, war, epidemics, and legal or administrative restrictions.

08 Claim Process and Changes

Claim: A compensation claim must be sent to [email protected], from the email address registered on the account, within 7 days of the date of the outage, stating the username, container name and the date and time range of the outage. Claims not made in time will not be considered. Claims are concluded after verification against monitoring records.

Changes: The Company may update this SLA. The current text is published on this page; a change applies to new periods and new purchases from the date of publication.

Seller: OVVA İLERİ TEKNOLOJİ YAZILIM SANAYİ VE TİCARET LİMİTED ŞİRKETİ  ·  Contact: [email protected]

Last updated: September 28, 2026