SLA and Uptime Guarantee: REXE 99.9% Service Commitment

Introduction

SLA (Service Level Agreement) is REXE Technology's commitment to service quality for its customers. This agreement defines availability targets for server and network services, credit policies for outages, and responsibilities.

What Does 99.9% Uptime Mean?

Uptime is the percentage of time your server is accessible during a given period.

SLA Coverage

Covered

• Network outages from REXE network infrastructure
• Hardware failures
• Power outages from data center infrastructure
• Cooling system failures

Not Covered

• Customer-caused issues (misconfiguration, software bugs)
• Scheduled maintenance (announced in advance)
• DDoS attacks (if Path.net protection is not active)
• Third-party service issues
• Force majeure events (natural disasters, war, etc.)
• DNS issues (customer DNS configuration)

Uptime Calculation

Uptime percentage is calculated with the following formula:

Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100

Example (30-day month):
Total Minutes = 30 × 24 × 60 = 43,200 minutes
Downtime = 60 minutes
Uptime = ((43,200 - 60) / 43,200) × 100 = 99.86%

Credit Policy

If the SLA target is not met, a service credit is applied based on downtime duration:

Credit Request Process

1. Create a support ticket when an outage occurs
2. Specify the outage dates and times
3. REXE team verifies the downtime
4. Approved credit is applied to your next invoice

Data Center Infrastructure

Infrastructure components supporting the high uptime target:

Power Redundancy

Grid Power (Line A)
    ↓
UPS System (N+1 Redundant)
    ↓
Server
    ↑
UPS System (N+1 Redundant)
    ↑
Grid Power (Line B)
    ↑
Diesel Generator (Automatic Activation)

• A+B dual feed: Two independent power lines
• N+1 UPS: Redundant uninterruptible power supply
• Diesel generator: Automatic activation for extended grid outages
• Instant switchover: Grid-UPS-generator transitions without interruption

Network Redundancy

• Redundant uplinks: Multiple internet service providers
• BGP multi-homing: Automatic route switching
• 200 Gbps capacity: High bandwidth

Physical Security

• 24/7 CCTV recording
• Biometric access control
• Fire detection and suppression system
• 24/7 NOC team

Scheduled Maintenance

Scheduled maintenance is not included in SLA calculations:

• Maintenance is announced at least 48 hours in advance
• Maintenance is usually performed at night (02:00-06:00)
• Maintenance duration is minimized
• Emergency maintenance for critical updates (at least 4 hours notice)

Monitoring and Reporting

REXE Technology monitors network and server status 24/7:

• Network Status Page: Real-time network and service status
• Proactive Monitoring: Issues detected before customers notice
• Automatic Alerts: NOC team responds immediately to critical situations