Last Updated: 11 May 2026
At PazaryeriSoft we regard the uninterrupted, high-performance operation of our C2C platform as one of our highest priorities. This Service Level Agreement (SLA) sets out the standards for the quality of service we provide to our customers, together with our support conditions and commercial assurances.
1. Support Packages and Communication Channels
One of the Starter, Professional or Enterprise premium technical support packages is provided free of charge for the first year together with the PazaryeriSoft infrastructure. From the second year onwards, customers who choose not to renew a paid technical support package are moved to the standard Basic package.
- Basic Package: Service is provided solely through the PazaryeriSoft Support System (Ticket). Just as with global e-commerce platforms (Shopify, for example), no guaranteed response or resolution time (SLA) is offered. Requests are resolved in the standard work queue.
- Starter Package: Priority service through the Support System (Ticket). The defined SLA times apply.
- Professional Package: Support System (Ticket) + direct access through the WhatsApp Support Line with guaranteed SLA times.
- Enterprise Package: Support System (Ticket) + WhatsApp + Phone Support and a dedicated Account Manager.
2. Premium Support Response Times (SLA)
The guaranteed times below apply only to customers on the Starter, Professional and Enterprise packages:
Priority Level and Definition | First Response | Resolution Target |
|---|---|---|
P1 — Critical: Platform completely unreachable, critical payment failure | 15 minutes | 2 hours |
P2 — High: A major module is not working (e.g. seller panel access) | 1 hour | 8 hours |
P3 — Medium: A specific feature is affected, a temporary workaround is available | 4 hours | 24 hours |
P4 — Low: Visual revisions, usage questions | 8 hours | 72 hours |
Standard support hours are Monday – Friday, 09:00–18:00 (Türkiye time). However, on the Professional and Enterprise plans, 24/7 support is provided for critical P1 and P2 level emergencies.
3. Pricing and Renewal Guarantee
To give our customers commercial predictability, a transparent pricing policy is followed for software/infrastructure renewal periods from the second year onwards:
- The annual renewal fee is calculated by taking the server/hosting cost current on that date and applying an increase of at most 15% on the previous year's fee for the customer's software package. The renewal amount can never exceed this upper limit.
4. Data Security and Backup
- Daily Backup: The system is backed up automatically every day; the last 7 days of backups are retained.
- Weekly Backup: A full backup is taken once a week; the last 4 weeks of backups are retained.
- Monthly Backup: Database and file backups taken once a month are kept securely for the last 6 months.
5. Customer Responsibilities
- The security of the platform's administrator passwords and the prevention of unauthorised access are entirely the customer's responsibility.
- In the marketplace model, content, product images or copyright infringements added by the vendors registered on the platform are the customer's legal responsibility.
6. Contract Cancellation and Data Retention
If the customer does not renew or unilaterally cancels the contract:
- The platform goes offline immediately or at the end of the billing period.
- All data belonging to the system (database, products, seller information) is kept frozen on our servers for 30 days in case of a possible return. At the end of the 30 days all data is deleted permanently and irreversibly.
7. Exclusions
The following scenarios fall outside the scope of the SLA guarantee times:
- Global outages originating from internet service providers or the primary data centre.
- Connection, approval and commission distribution delays originating from third-party integrations (iyzico, Stripe, shipping APIs, SMS services and the like).
- Custom development (custom coding) requested by the customer and not included in the package, and design interventions added to the system at a later stage.
- System lock-ups caused by the customer's own faulty configuration.
- Natural and Social Events (Force Majeure): natural disasters such as earthquake, flood, fire and hurricane, together with war, acts of terrorism, insurrection, strike, lockout and mobilisation.
- Legal and Administrative Restrictions: decisions taken by government authorities, new statutory regulations, court orders, and nationwide or regional internet access blocks, bandwidth throttling or national infrastructure blockages.
- Global Infrastructure and Cyber Crises: despite all security measures taken, large-scale cyber attacks affecting primary data centres or backbone providers (e.g. international botnet DDoS attacks), zero-day vulnerabilities, and major national or global power grid failures.
- Extraordinary Health Situations: operational interruption or incapacity of third-party service providers (data centre staff, hardware suppliers and the like) caused by a pandemic, epidemic disease or quarantine measures.
This document summarises PazaryeriSoft's service usage standards. For questions about technical support packages or renewal processes you can contact us at [email protected].