Service Level Agreement (SLA)
Last updated: December 2025
Parties and Subject
This Service Level Agreement ("SLA") has been entered into between Sheltron Teknoloji A.Ş. ("GEO Builder" or "Service Provider") and subscribers using the GEO Builder platform ("Customer"). This SLA defines the performance standards, accessibility commitments, and support services for SEO optimization and AI-powered content generation services offered by GEO Builder.
Platform Accessibility
Monthly Uptime Guarantee: GEO Builder commits to 99.5% monthly uptime for the platform. Uptime Calculation Formula: ((Total Minutes - Downtime Minutes) / Total Minutes) × 100. Planned Maintenance Windows: Planned maintenance between 02:00-06:00 (TST) on weekdays is excluded from uptime calculation. Planned maintenance is notified at least 48 hours in advance via email. Emergency security updates are an exception to this rule.
Exceptions
The following situations are excluded from uptime guarantee: Customer-caused issues (incorrect API usage, excessive requests, etc.), third-party service outages (hosting providers, CDN, payment systems), force majeure events (natural disasters, cyber attacks, legal regulations), issues arising from customer-requested customizations, internet infrastructure or DNS-related access issues.
Service Performance Standards
AI Content Generation: Standard content generation maximum 30 seconds, during peak periods maximum 60 seconds. Schema Markup Generation: Instant (< 5 seconds). SEO Analysis Reports: Standard reports maximum 2 minutes, comprehensive site analysis maximum 10 minutes. API Response Time: Average < 500ms, maximum < 2 seconds (95th percentile).
Technical Support Services
Support Channels: Email support at destek@geo-builder.com available on all plans. Live chat support available on Pro and Enterprise plans. Phone support available only on Enterprise plans. Response Times: Critical issues (system inaccessible) targeted for first response within 2 hours and resolution within 4 hours. High-priority issues (major feature not working) targeted for first response within 4 hours and resolution within 24 hours. Normal issues (general questions, minor bugs) targeted for first response within 24 hours and resolution within 72 hours.
Data Security and Backup
Data Backup: Daily automatic backups (retained for 30 days), weekly full backups (retained for 12 weeks), backup data stored in different geographic locations. Data Recovery: User-initiated data deletion recoverable within 7 days. System-caused data loss recovered immediately. Custom backup and recovery solutions available for Enterprise plans.
Service Credits and Compensation
The following service credits apply when uptime guarantee is breached: 10% of monthly fee for uptime between 99.0-99.5%, 25% of monthly fee for uptime between 95.0-99.0%, 50% of monthly fee for uptime below 95.0%. Credit Request Procedure: Written application to destek@geo-builder.com within 30 days of the month the outage occurred. Application must specify outage dates and times. Approved credits are applied to the next billing period. Credits are not refundable as cash and are limited to maximum 50% of monthly fee.
Changes and Notifications
GEO Builder reserves the right to modify this SLA with prior notice. Significant changes will be notified at least 30 days in advance via email. Changes become effective in the new subscription period following notification. No changes adverse to the customer will be made during the current subscription period. Notifications are sent to the registered email address. Keeping contact information current is the customer's responsibility.
Contact Information
Service Provider: Sheltron Teknoloji A.Ş. Commercial Name: GEO Builder. Address: Çifte Havuzlar Mah. Eski Londra Asfaltı Cad. Kuluçka Merkezi A1 BLOK NO:151/1C/B35 ESENLER/İSTANBUL. Phone: +90 542 138 65 74. Technical Support: destek@geo-builder.com. General Inquiries: info@geo-builder.com.
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