---
title: "Service level (Enterprise) · Specoria"
description: "Service level targets for Enterprise customers. On Starter and Growth the service is provided with reasonable care, without these targets as a commitment."
source_url: "https://specoria.com/service-level-agreement/"
lang: "en"
---

# Service level (Enterprise)

Service level targets for our Enterprise customers. On the Starter and Growth plans the service is provided with reasonable care, without these targets as a commitment.

Last updated: 8 October 2026 · Version 2026-10-08

## 1. Scope

This page describes the service level targets that apply to customers who sign a separate Enterprise agreement with Specoria. If the signed agreement sets a different or additional service level (such as service credits), those terms apply; this page on its own gives no right to service credits or compensation.

## 2. Availability target

- Target: 99.5% availability of the project panel (app.specoria.com) and the API per calendar month.
- Calculation: from the total minutes in the month, after deducting planned maintenance and the exclusions below, the minutes in which the panel or the API does not respond are subtracted.
- Exclusions: planned maintenance announced in advance; problems caused by the Customer’s own systems, network or misuse; force majeure; unavailability of third-party services (AI models, search engines, marketplaces, the payment provider); features marked experimental.
- The time it takes to produce measurement results (audits, simulations, visibility) depends on the measured site and third-party models, so it is not part of the availability target.

## 3. Planned maintenance

We schedule planned maintenance at low-traffic hours where possible and announce it by email at least 48 hours in advance. Urgent security updates may be applied without notice.

## 4. Support and response times

- Support channel: the email address in the Enterprise agreement and support requests in the panel; working hours are weekdays 09:00-18:00 Istanbul time, excluding public holidays.
- **Critical** (the panel or API is completely unavailable, suspected data security issue): first response target 4 working hours; security incidents are also monitored outside working hours.
- **High** (an important feature doesn’t work, no workaround): first response target 1 business day.
- **Normal** (questions, minor bugs, issues with a workaround): first response target 2 business days.
- Response time is not resolution time; we keep you updated at regular intervals until the issue is resolved.

## 5. Incident notices and reporting

When we notice a critical outage, we email Enterprise customers and send a short incident summary once it is resolved. On request, we share a monthly availability summary. Breaches affecting personal data are notified within the times in the Data Processing Addendum.