Service Level and Support Policy

1. Availability

1.1. Available means that the User can sign in to the Riseluc dashboard and see its stored data. How often background jobs run (marketplace sync, repricing robot, reports) and how fresh the data is are not part of this measure.

1.2. The monthly availability rate is calculated as follows: the downtime minutes are subtracted from the total minutes in the month, the result is divided by the total minutes in the month and multiplied by 100. For example, in a 30-day month (43,200 minutes) the 99.5% target allows at most 216 minutes of downtime and the 99.0% threshold at most 432 minutes.

1.3. Downtime is the time during which, because of a fault in infrastructure the Company is responsible for (web server, database, sign-in), the dashboard does not open, sign-in is not possible or stored data cannot be shown, for longer than 5 minutes.

1.4. Downtime is determined from these records: the health check the Company's system watcher runs every 15 minutes (whether the database can be read and the state of background jobs); a backup check that records it from separate infrastructure if the watcher itself has not run for more than 45 minutes; incident reports published by the hosting providers (Vercel, Supabase); and outages reported by Users and confirmed by the Company against its own records. Because measurements are taken every 15 minutes, shorter outages count only if they are reported and confirmed. The Company keeps every incident the watcher opens and closes for at least 13 months.

1.5. The System status page shows the current state of the components: website and dashboard, database, background jobs and marketplace data retrieval. It does not show history or the monthly rate, and it does not open itself when the site is completely unreachable. The User may request the availability rate for a calendar month at info@riseluc.com within 30 days after that month ends; the Company reports the rate and the outages it is based on in writing.

1.6. The following do not count as downtime:

• Planned maintenance announced by email at least 48 hours in advance (at most 4 hours a month, preferably between 02:00 and 06:00 Turkey time).
• Outages of the Marketplaces, iyzico, the AI provider or the User's internet service provider.
• Force majeure under section 16 of the Terms of Use; however, outages of the hosting providers (Vercel, Supabase) count as downtime for the purposes of this Policy.
• Problems caused by the User's own device or configuration, and suspension because of use in breach of the Acceptable Use Policy.
• The free Plan and the free trial period.

• System status

2. If the target is missed

2.1. If availability stays below 99.0% in two consecutive calendar months, a User on a paid Plan may terminate its subscription by writing to info@riseluc.com within 30 days after the end of the second month.

2.2. In that case the Company calculates the fee for the paid but unused period pro rata and refunds it to the card used for payment within 14 days of the termination notice. This refund is an exception to the renewal payment rule in the Delivery, Cancellation and Refunds terms; how long it takes to appear on the account depends on the bank.

2.3. This section is the sole remedy for the availability target. Cases covered by Article 115 of Turkish Code of Obligations No. 6098 and consumers' non-waivable rights are reserved.

• Delivery, Cancellation and Refunds

3. Maintenance and outage notices

3.1. Planned maintenance is announced to account holders by email at least 48 hours in advance.

3.2. During an unexpected outage, the System status page shows the state of the components it measures by itself. If the outage lasts longer than 2 hours, the Company informs account holders on paid Plans by email.

3.3. If an error is found in which the repricing robot or stock synchronisation wrote wrong values, the Company stops the writes concerned without delay and notifies the affected Users the same day.

4. Support

4.1. Support hours are 09:00 to 18:00 Turkey time on weekdays, excluding public holidays. First response targets run within these hours; for example, for an urgent request received on Friday at 17:00, the 4-business-hour target ends on Monday at 12:00. A first response does not mean the problem is solved; in it the Company states the steps needed and the expected time to resolve it.

4.2. Support covers using the Service, fixing errors and account matters. Accounting advice, legal advice and solving the marketplace's own problems are out of scope.

4.3. In the dashboard, Lucy answers frequently asked questions at any time of day. Lucy is an AI assistant; on matters it is not sure about, it directs the User to the support request on the Help page. Binding answers on fees, refunds and account closure come from the support team.

4.4. Channel and first response target by type of request:

• Urgent (dashboard does not open, wrong price or stock written, payment error): email info@riseluc.com with “ACİL” (urgent) in the subject line; first response target 4 business hours.
• General questions and bug reports, paid Plan: info@riseluc.com or a support request from the Help page in the dashboard; first response target 1 business day.
• General questions, free Plan: info@riseluc.com or a support request from the Help page in the dashboard; first response target 2 business days.