24/7 NON-INTERRUPTED SUPPORT ACTIVE

Corporate SLA Guarantee For Large Warehouses

We cannot tolerate your shipments being left unfinished. Istif WMS works with a corporate Service Level Agreement (SLA) that guarantees response to critical incidents within 15 minutes.

24/7 Uninterrupted

Instant operation support via phone, ticket and remote connection.

Our SLA Responsibility and Response Times

Our support levels are prioritized according to the risk of disruption to your operation.

Kritik (P1)

Operation Halt/System Crash

The main server is down, no handheld terminal can connect to the network, or all cargo label printers are not working.

Response Time 15 Minutes
High (P2)

Partial Stop / Severe Deceleration

Certain handheld terminals do not work, a single integration (e.g. Trendyol API) gives an error, but shipments can continue manually.

Response Time 2 Hours
Normal (P3)

User Requests / Questions & Reporting

Defining a new user, requesting a custom Excel report from the database, or asking a question about system usage.

Response Time 8 Hours
PROACTIVE TELEMETRY

We Intervene Without You Realizing

Our central monitoring systems monitor the CPU load, ram consumption and database delays of your Istif WMS installed servers 24/7.

When there is a delay in API queries or server resources reach the limit value, our system generates an automatic alarm and our technical team completes the server optimization before you notice the situation and call.

Our assurances

  • %99.9 Uptime: Uninterrupted access throughout the year thanks to our cloud server redundancy.
  • Daily Automatic Backup: All your stock data is backed up encrypted on external servers twice a day.
  • Remote Handheld Terminal Management: Incorrect terminal settings are resolved with the remote connection tool without the need for on-site intervention.