Service and Support Policy

01Our service approach

VexCore Teknoloji A.Ş. is committed to operating its software products and services in a reliable, sustainable and measurable way. Service levels, support hours and response targets are set out in writing in each customer contract; this policy describes the general principles those contracts are based on.

02Problem management

• Reported problems are recorded, classified and prioritised according to their impact.
• Initial response and mitigation targets are defined for critical problems; for outages with customer impact, the customer is informed at the time of the outage and upon resolution.
• A resolution owner is assigned to every problem and closure is tracked.
• Recurring or systemic problems enter the corrective action process and are not closed until the root cause is removed.

03Change and release management

• All changes, including emergency fixes, pass through change control; independent review and regression test records are mandatory.
• Releases are published in a planned manner; a changelog and release approval are recorded for every release.
• A backup is taken and a rollback plan prepared before any production deployment.
• Changes that affect customers are announced in advance.

04Backup and business continuity

• In environments operated by VexCore, production data is backed up regularly and backup integrity is verified.
• Restore tests are performed periodically in an isolated environment.
• Backup retention periods are defined; expired backups are deleted.
• Business continuity scenarios are defined and reviewed through at least one exercise a year; critical accounts have a designated deputy.

05Deployment models and responsibilities

Our solutions can be delivered as a cloud service (SaaS) or deployed on the customer's own infrastructure (on-premises). For on-premises deployments, operating the infrastructure is the customer's responsibility; VexCore provides installation, updates and remote support. The division of responsibilities is defined explicitly in the contract and its security annex.

06Customer data and security

• A contract and security annex are signed before installation, proof-of-concept (PoC) and remote support work.
• Before customer data is processed, the personal data protection role and the access plan are defined in writing.
• Synthetic data is used in test and demo environments instead of real customer data.
• Information security incidents and personal data breaches are managed and reported according to the Information Security Policy and the timeframes and procedures required by legislation.

07Support communication

Support requests are submitted through the channels defined in the contract. For general questions and service requests, info@vexcoreteknoloji.com and our contact page are available. This policy is reviewed at least once a year and whenever our service model changes significantly.