ARKSOFT BİLİŞİM TEKNOLOJİ TİC. SAN. A.Ş. SERVICE MANAGEMENT POLICY

At Arksoft, within the framework of the Service Management System (SMS) that we have established in accordance with the ISO/IEC 20000-1 standard, we plan, design, deploy, deliver and improve the software development and integration, installation/deployment, software maintenance and technical support, system consultancy and training services that we provide to our customers.

The main theme of the Service Management System:

It covers the software development and integration, installation/deployment, software maintenance and technical support, system consultancy and training services provided by Arksoft Bilişim Teknoloji Tic. San. A.Ş. to internal and external customers; the software, hardware and server system components that support these services; and the related service management processes.

Accordingly, we commit to:

• understanding the needs of our customers and users, and designing our services in a way that adds value to these needs and to business objectives,
• meeting the service levels we have agreed with our customers, measuring our performance and reporting it transparently,
• complying with our legal, regulatory and contractual obligations and with service requirements,
• safeguarding the availability, continuity and information security of our services with a risk-based approach,
• keeping our suppliers that are involved in the service lifecycle under control, and assuming accountability for our services under all circumstances,
• developing the competence and awareness of our employees, and providing the necessary human, technical and financial resources,
• setting measurable service management objectives, and regularly monitoring and reviewing these objectives,
• continually improving our Service Management System and our services.

This policy is communicated to all our employees, shared with interested parties where deemed appropriate, and reviewed at least once a year.