Service Level Agreement (SLA)

1. Uptime Commitment

Bema aims for its cloud-hosted portal and artificial intelligence services to be accessible (uptime) at a rate of 99.9% on a monthly basis.

2. Maintenance Periods

Planned maintenance and update activities are generally carried out during times of lowest usage, such as weekends or night hours. Planned maintenance is not included in the downtime. Urgent security patches can be applied without notice.

3. Support Response Times

Reported problems are responded to and attempted to be resolved within the following periods according to their severity levels:

• Critical (System completely down): First response 1 hour, target resolution 4 hours.
• High (Basic functions not working): First response 4 hours, target resolution 24 hours.
• Normal (Error or slowness): First response 24 hours, target resolution 3 business days.
• Low (Design/Text/Suggestion): First response 48 hours, resolution planned for the next release.

4. Exceptions

Interruptions arising from the following situations are outside the SLA commitment:

• Global crashes of third-party providers (OpenAI, AWS, Supabase, Telecom, etc.).
• Access problems caused by the customer's own local server, internet connection, or ERP system.
• Force majeure (natural disaster, war, cyber attacks, etc.).