Register
ENTERPRISE Enterprise technology · Engineered for your business Enterprise Software · Managed Servers · Business E-mail · LiteSpeed + CloudLinux · Imunify360 Security · cPanel Control · Network profile up to 3 Gbps on eligible plans
LEGAL DOCUMENT

Service Management System Policy

AIOR's service management policy based on ISO/IEC 20000-1:2018. This page is the public version of controlled document AIOR-HYS-PLT-05; the text is identical to the document.

Document no
AIOR-HYS-PLT-05
Revision
Rev.002
Effective
2026-09-22
Basis
TS ISO/IEC 20000-1:2018 cl. 5.2 · Scope AIOR-HYS-DSD-01 · Service catalogue AIOR-HYS-PRS-44-LST-01 · Classification: Public

Download the approved controlled copy (PDF)

1. Policy Statement

Aior Teknoloji Limited Şirketi (AIOR), through its Service Management System (SMS) policy based on the international standard ISO/IEC 20000-1:2018, aims to and assures the continual improvement of its information technology services, their alignment with best practice, and the customer-focused management of its service processes.

AIOR aims to develop, sustain and continually improve all its service management processes with an innovative, solution-oriented, high value-added product and service approach, focusing on customer satisfaction. Through its defined processes it has adopted as principles: more efficient and effective use of resources; increased security, speed and accessibility in service processes; sustaining its services at the targeted quality level; managing its risks and opportunities correctly and in time; managing business processes in compliance with applicable laws, regulations and requirements; and consistent, effective communication with its stakeholders through its business relationship policies.

2. Scope

The policy applies to all services within the SMS scope defined in AIOR-HYS-DSD-01 Service Management System Scope and Boundaries. This covers every service group in the AIOR Service Catalogue (AIOR-HYS-PRS-44-LST-01):

  • Software, web and API integration — custom software development, web and e-commerce applications, systems integration.
  • Artificial intelligence, data analytics and computer vision — AI/ML solutions, image processing, decision support.
  • Cybersecurity — secure access, firewall and WAF, monitoring, incident response.
  • Industrial automation and digital transformation — PLC/automation, OT/IT integration, production traceability.
  • IT infrastructure, cloud/hosting, licensing, maintenance and support — servers, domains, DNS, business e-mail, backup.

3. Our Commitments

For every service in the service catalogue:

  1. Services are managed in line with ISO/IEC 20000-1 service management system processes.
  2. Capability and resources are used optimally to deliver the services.
  3. Cost and resource analysis is performed for the services provided.
  4. Issues in the services provided are recorded through the defined support channel and AIOR Atlas, and resolved within SLA targets.
  5. Information security requirements for all services are met in accordance with the Information Security Policy (AIOR-HYS-PLT-04).
  6. Contracted service targets for supplier-provided services are set so that they support the SLA targets committed to customers.
  7. Request, incident, problem and change records for the services are managed through the defined support channel and AIOR Atlas.
  8. Service continuity scenarios are established for critical services and tested at least once a year.
  9. System issues are handled within SLA targets; continuity of business is maintained by resolving them with minimum interruption.
  10. Root causes of recurring incidents are identified and permanent solutions are provided.
  11. Service risks are assessed under the Risk and Opportunity Management Procedure (AIOR-HYS-PRS-18); actions are taken for high risks.
  12. Measurement and reporting are carried out for the services at defined intervals.
  13. Customer complaints are evaluated and improvement measures are taken.
  14. Service management objectives are set, monitored and reviewed within this policy (AIOR-HYS-PRS-16).
  15. Applicable legal, regulatory and contractual requirements, and customer requirements, are met for the services.
  16. The service management system and the services are continually improved.

4. Communication, Review and Effect

This policy is communicated to AIOR employees and contracted resources through AIOR Atlas, and to interested parties through aior.com; it is reviewed at least once a year in the Management Review.

Approved by: Veysel Akbaş — General Manager. Effective date: 22.09.2026. The wet-signed controlled copy is retained in AIOR Atlas and can be downloaded as a PDF from this page.

Service Provider Details

Legal name
AIOR TEKNOLOJİ LİMİTED ŞİRKETİ
Address
Geçit Mahallesi 6. Gümüş Sokak No: 6, Balkar Plaza A Blok Kat: 1 Daire: 2, Osmangazi / Bursa / Türkiye
Tax office / Tax ID
Osmangazi V.D. — 0102359120
MERSIS
0010235912000001
Trade registry no
137841
Registered e-mail (KEP)
[email protected]

All official registry data:Company details·BTK hosting-provider registry

Related Documents