Service Level Agreement (SLA)
Annex 1 to the reseller agreement: support hours and channels, priority levels and first response targets, planned maintenance, incident communication and backups. Last updated: 27.09.2026.
1. Scope
This annex is an integral part of the Reseller Service Agreement. Defined terms have the meanings given to them in the Agreement.
1.1. This annex applies to the operation of the Panel and the Client portal, of accounts hosted on the central infrastructure and of servers dedicated to the Reseller that are managed by WebJoiner, as well as to support tickets, planned maintenance and incident communication.
1.2. This annex does not apply to: the Reseller Infrastructure (the Reseller's own server connected to the Panel, its own DNS/CDN, SMTP, domain name or SSL account), the SFTP/FTP backup storage chosen by the Reseller, the End Client's own software and content, or features marked as "coming soon" or "beta".
1.3. The "uptime monitoring" feature in the Panel monitors the websites of the Reseller's End Clients; it is not a commitment regarding, or a measurement tool for, the availability of WebJoiner services.
2. Availability
2.1. WebJoiner operates the Panel and the central infrastructure with reasonable commercial care so as to minimize interruptions. No availability (uptime) percentage is committed under this annex, and no service credits or penalties linked to availability apply.
2.2. If the Reseller commits to its End Clients an availability percentage or service credit that WebJoiner has not given in this annex, such commitment is the Reseller's own responsibility (Agreement Art. 11.4).
3. Support channels and hours
3.1. Support hours: 10:00–17:00, Monday–Friday, excluding public holidays and the afternoons of the eves of public holidays (Istanbul time). The time periods in this annex run only during support hours.
3.2. Channels:
- Panel support ticket — the primary channel, which is recorded; priority and time tracking are carried out only on this channel;
- E-mail: satis@webjoiner.com;
- WhatsApp / telephone: 0530 325 23 64 (during support hours; Urgent and High priority notifications submitted via WhatsApp or telephone are additionally converted into a Panel ticket).
3.3. WebJoiner accepts requests outside support hours but does not commit to any response time for them. In the event of interruptions generally affecting the central infrastructure, WebJoiner also uses reasonable efforts outside business hours; no after-hours on-call service is provided, and such interruptions are announced through Panel notifications.
3.4. Support is provided to the Reseller. End Clients do not contact WebJoiner directly; providing support to End Clients is the Reseller's obligation. The Panel's tiered support system is intended for the Reseller to escalate to WebJoiner the tickets that its own team cannot resolve.
3.5. Scope of support: use of the Panel and of the modules in the Package, errors and interruptions in the central infrastructure, and integration errors. Out of scope: software/theme/plugin development and debugging for End Client websites, content and SEO consulting, and management of the Reseller Infrastructure (such work may be quoted separately).
4. Priority levels and first response targets
The priority is proposed by the Reseller when opening the ticket and is verified by WebJoiner in accordance with the definitions below. The times are times that run during support hours and are first response targets; they are not a commitment to a resolution time.
| Priority | Definition (examples) | First response target | Update frequency |
|---|---|---|---|
| Urgent (P1) | The Panel is entirely inaccessible; an interruption on a central server affecting multiple accounts; a suspected security breach | 2 hours | Every 4 hours, until resolved |
| High (P2) | A single important function is not working (account creation, domain name renewal, SSL installation, backup); an interruption on a single account | 4 hours | Once a day |
| Normal (P3) | A function works but is faulty or limited; a workaround is available | 1 business day | As needed |
| Low (P4) | A question, information request or feature suggestion | 2 business days | — |
- The time runs from the moment the ticket is opened in the Panel (or the e-mail is received); for requests received outside support hours, it starts at the beginning of the following support hours.
- Time during which information or action is awaited from the Reseller is not counted.
- An automatic acknowledgment of receipt does not constitute a first response.
- These targets are the measure of WebJoiner's obligation to act with due care; failure to meet them does not, in itself, give rise to compensation or service credits. Repeated and material deviations may be assessed under Agreement Art. 19.1.
5. Excluded circumstances
Interruptions and delays arising from the following circumstances are not considered under this annex:
- a) planned maintenance announced in accordance with Section 6;
- b) the Reseller Infrastructure, the Reseller's backup storage, End Client software or content;
- c) instructions, misconfiguration or use in breach of Annex 2 by the Reseller or the End Client (e.g. excessive resource usage, outdated software that is attacked);
- d) suspension due to late payment;
- e) interruptions of third parties beyond WebJoiner's control, such as domain name registries, registrars, certificate authorities and the internet backbone;
- f) force majeure (Agreement Art. 16) and decisions of competent authorities;
- g) emergency interventions carried out for security reasons (Annex 2, Sanctions).
6. Planned maintenance
6.1. Planned maintenance that is expected to interrupt the service is announced at least 48 hours in advance by Panel notification and e-mail. The announcement states the affected services, the start time and the estimated duration.
6.2. Planned maintenance is carried out, to the extent possible, during low-traffic hours (00:00–06:00).
6.3. Maintenance and security updates that are not expected to cause an interruption may not be announced in advance.
6.4. Emergency maintenance that is mandatory due to a critical security vulnerability may be carried out without waiting for the notice period; it is announced as soon as possible.
7. Incident communication
7.1. When an incident affecting the central infrastructure or the Panel is detected, WebJoiner informs the affected resellers by Panel notification (and by e-mail where necessary) of: the scope of impact, the start time, the work carried out and the time of the next update.
7.2. When the incident is closed, a closing notification is issued. For P1-level incidents, a brief incident summary (cause, impact, measures taken) is shared upon request within 5 business days.
7.3. The Reseller may forward these notifications to its End Clients under its own brand; the notifications do not include the names of WebJoiner's infrastructure providers.
7.4. For incidents affecting personal data, Annex 3, Article 7 (no later than 48 hours) additionally applies.
8. Backups
8.1. The scheduled backup module in the Panel sends full account backups to the SFTP/FTP storage defined by the Reseller. The availability, capacity and security of the storage, and the adequacy of its retention policy, are the Reseller's responsibility. WebJoiner generates alerts for failed backups; it is not liable for data loss resulting from backups not being taken despite such alerts.
8.2. WebJoiner separately takes its own operational backups of its central infrastructure (daily, encrypted); these backups are intended for disaster recovery and do not include a commitment to restore on a per-End Client basis; a restore may be performed upon request, in which case the time and fee are notified according to the scope of the request.
8.3. A restore begins only upon the Reseller's approval in the Panel.
9. Review
WebJoiner reviews this annex at least once a year. Changes are made in accordance with Agreement Art. 22 (30 days' prior notice, the Reseller's right of termination); improvements in favor of the Reseller may be applied immediately.
Effective date and date of last update: 27.09.2026.