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.

REXE Technology offers a 99.9% uptime target for all server services.

What Does 99.9% Uptime Mean?

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.

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:

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 Request Process

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

Credit requests must be made within 30 days of the outage date. Requests after this period will not be considered.

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

Regularly check our network status page (ag-durumu) for information about scheduled maintenance and known issues.