Service Management System

Service Management System Policy

MAP aims to increase customer satisfaction by providing all the services it offers in accordance with service level agreements and legislation, measuring and reporting, and continuously improving in line with technological changes and business requirements.

For this purpose, all services and products offered by MAP;

Talents and resources are used in the most appropriate way to provide the right service to meet the needs of the customers.
Cost and resource analysis of the services offered is made.
Services that will provide benefit and guarantee to the customer are offered.
Resources that are competent to ensure the service are provided.
Problems in the services provided are met and recorded by MAP Support.
All incident, problem, version and change records are kept at the help desk.
Information Security requirements for all Services are provided in accordance with Information Security Policies.
Sub-contracts made with institutions that provide service to MAP are kept below the service delivery times made with customers.
The assets covered by the service and the configuration data of these assets are recorded on the help desk tool used.
Incidents, problems, version changes related to these assets are updated on the help desk.
Crisis scenarios are created for critical services and tested once a year.
The problems experienced in the systems are handled in accordance with the service periods, and the continuity of the business is ensured by offering solutions with the least interruption.
Permanent solutions are provided by identifying the root causes of repeated events.
System and software changes are planned and implemented through impact analysis.
The service risks are evaluated, and actions are taken for high risks.
Measurement and reporting of the services provided are made at specified periods.
Awareness trainings on new and changing jobs and processes are provided to employees and third parties.
Owners of the processes in the service management system are defined.
Performance indicators of all processes are defined and monitored.
System capacities are monitored according to the determined criteria, measures are taken in case of need.
The functioning of the processes is controlled through internal and external audits, and corrective and preventive actions are taken.
Services received from suppliers are evaluated and action is taken if necessary.
Customer satisfaction surveys are conducted. The results and customer complaints are evaluated and remedial measures are taken.

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Data controller: Map Elektronik Ticaret ve Veri Hizmetleri A.Ş. (MAP), Huzur Mahallesi, Umar Sokak No:1 Kat:7, Gökdeniz İş Merkezi, Sarıyer, Istanbul, Türkiye (MERSİS No. 0859008357300019, KEP address: mapelektronik@hs01.kep.tr). This notice is provided for this form under Article 10 of the Turkish Personal Data Protection Law No. 6698 (KVKK) and the Communiqué on the Procedures and Principles of the Obligation to Inform.

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Retention: the data is kept for as long as the correspondence about your request requires and for the periods set by applicable law, and is then deleted, destroyed or anonymised.

Your rights: under KVKK Art. 11 you may learn whether your personal data is processed and request information about it, learn the purpose of processing and whether it is used accordingly, know the third parties in Türkiye or abroad to which it is transferred, request correction if it is incomplete or inaccurate, request deletion or destruction where the conditions are met and notification of these actions to recipients, object to an outcome against you arising exclusively from automated analysis, and claim compensation for damage caused by unlawful processing.

How to apply: in line with the Communiqué on the Procedures and Principles of Application to the Data Controller, send your request in writing to the address above, by registered electronic mail (KEP) to mapelektronik@hs01.kep.tr, with a secure electronic or mobile signature, or from an email address you have previously given MAP and that is registered in MAP's system to info@map.com.tr. Requests are concluded free of charge within thirty days at the latest; if the action involves an additional cost, the fee in the tariff set by the Personal Data Protection Board may be charged.