REXE Technology SLA policy: 99.9% uptime guarantee, credit policy, uptime calculation and data center infrastructure. Learn your rights and the credit process during outages.
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.
REXE Technology offers a 99.9% uptime target for all server services.
Uptime is the percentage of time your server is accessible during a given period.
| Uptime | Monthly Allowed Downtime | Annual Allowed Downtime |
|---|---|---|
| 99.0% | 7 hours 18 minutes | 3 days 15 hours |
| 99.5% | 3 hours 39 minutes | 1 day 19 hours |
| 99.9% | 43 minutes 50 seconds | 8 hours 46 minutes |
| 99.95% | 21 minutes 55 seconds | 4 hours 23 minutes |
| 99.99% | 4 minutes 23 seconds | 52 minutes 36 seconds |
99.9% uptime means a maximum of ~44 minutes of unplanned downtime per month. This does not include scheduled maintenance.
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%
If the SLA target is not met, a service credit is applied based on downtime duration:
| Monthly Uptime | Credit Rate |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 98.0% - 99.0% | 25% of monthly fee |
| 95.0% - 98.0% | 50% of monthly fee |
| < 95.0% | 100% of monthly fee |
Credit requests must be made within 30 days of the outage date. Requests after this period will not be considered.
Infrastructure components supporting the high uptime target:
Grid Power (Line A)
↓
UPS System (N+1 Redundant)
↓
Server
↑
UPS System (N+1 Redundant)
↑
Grid Power (Line B)
↑
Diesel Generator (Automatic Activation)
Scheduled maintenance is not included in SLA calculations:
REXE Technology monitors network and server status 24/7:
Regularly check our network status page (ag-durumu) for information about scheduled maintenance and known issues.
It means a maximum of ~44 minutes of unplanned downtime per month. Service credits are applied if this is exceeded.
Create a support ticket specifying the outage dates/times. The REXE team will verify the downtime and initiate the credit process.
No, pre-announced scheduled maintenance is not included in the SLA calculation. Maintenance is announced at least 48 hours in advance and is typically performed between 02:00-06:00 to minimize impact.
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