Service Level and Support Policy

In short

• We aim for Klinikbook to be available at least 99.5% of each month.
• We announce planned maintenance in advance and do it at quiet hours.
• Write to us in Turkish or English; we answer within one business day.

Availability

Our objective is that the workspace app, the patient portal and the API are available at least 99.5% of each calendar month. Planned maintenance announced in advance, and interruptions caused by events outside our reasonable control - such as failures of the internet or of providers outside our sub-processors, or attacks despite reasonable protection - are not counted.

This is an objective, not a guarantee with credits. If Klinikbook repeatedly fails to meet it, the Customer may end the subscription and is refunded the unused prepaid period.

Maintenance

Most updates cause no interruption. When a maintenance may interrupt the service, we announce it at least 48 hours in advance and do it at night, Türkiye time. Urgent security updates may be applied at once.

Incidents

We monitor Klinikbook continuously. If an incident interrupts the service, we work on it until it is resolved and inform the owners of the affected workspaces. A security incident affecting personal data is notified as the Data Processing Agreement describes.

Backups

The databases are backed up every day and the backups are kept for 14 days. Backups protect the service against loss; they are not a way to undo a change or a deletion made in a workspace, so please use the exports for your own copies.

Support

• Channel: e-mail to [email protected], in Turkish or English.
• Hours: business days, 09:00-18:00 Türkiye time (UTC+3).
• First answer: within one business day; an interruption of the service or a security question is handled at once.
• Inside a workspace: support looks into a workspace only with the permission of its owner or an administrator, for a limited time and purpose, and on the record.