Service Management System Policy

This policy has been established to enhance service quality, ensure customer satisfaction, and guarantee business continuity within the scope of DT Group’s information technology operations, services, processes, and managed information assets. It covers a wide range of services, including telecommunications, cable broadcasting, internet service provision, satellite communications, fixed-line telephone services, virtual mobile network services, data center and cloud services, specialized services for payment and electronic money institutions, as well as cloud services for smart cities, healthcare, defense, finance, and energy sectors.

As DT Cloud Group, in compliance with the ISO 20000-1 standard,

• We commit to managing the Service Management System (SMS) effectively in accordance with the ISO 20000-1 standard, continuously improving it, and aligning it with our business objectives.
• Risk management processes will be effectively implemented, and preventive actions will be taken to ensure service continuity.
• We will plan our services to meet customer needs and expectations, utilizing our competent human resources and technological infrastructure in the most efficient way.
• The service levels defined by SLAs will be maintained and regularly reviewed.
• Full compliance with relevant legal and regulatory requirements will be ensured.
• All service processes will be monitored using performance indicators and evaluated periodically.
• Necessary security controls will be implemented to ensure information security, customer privacy, and service continuity.
• Training and awareness programs will be organized to ensure our employees' compliance with this policy.
• We commit to reviewing and updating this policy at least once a year.