1. Scope
This SLA defines the service quality commitments, maintenance procedures, and credit terms for the Internet Exchange Point service provided by RegPEX to its members.
2. Service Definitions
2.1 Peering Port Service
- Layer 2 Ethernet connection (10GE / 100GE)
- IPv4 and IPv6 peering address allocation
- VLAN access and port configuration
2.2 Route Server Service
- BIRD2-based BGP route server
- RPKI validation and IRRDB filtering
- BGP community support
2.3 Support Service
- 24/7 NOC support (e-mail and phone)
- Support ticket submission via member portal
3. Uptime Targets
3.1 Platform Uptime
| Service | Connection Model | Monthly Uptime Target |
|---|---|---|
| Peering Fabric (L2) | Cross-Connect / Carrier VLAN | 99.95% |
| Peering Fabric (L2) | Remote Peering (GRE) | 99.0% (RPG only) |
| Route Server | All models | 99.9% |
| Looking Glass | All models | 99.5% |
| Member Portal | All models | 99.5% |
3.2 Uptime Calculation
- Uptime is measured on a monthly basis.
- Scheduled maintenance periods are excluded from uptime calculations.
- Force majeure events are excluded.
- Member-side outages are not included.
- For Remote Peering, internet transport outages are outside RegPEX responsibility.
3.3 Credit Table
| Monthly Uptime | Maximum Downtime | Credit Rate |
|---|---|---|
| 99.95% – 100% | ~22 minutes | No credit |
| 99.5% – 99.95% | ~3.6 hours | 10% of monthly fee |
| 99.0% – 99.5% | ~7.3 hours | 25% of monthly fee |
| 98.0% – 99.0% | ~14.6 hours | 50% of monthly fee |
| Below 98.0% | > 14.6 hours | 100% of monthly fee |
4. Maintenance Windows
4.1 Scheduled Maintenance
- Standard window: First Sunday of each month, 02:00–06:00 (UTC+3)
- Notice period: Minimum 72 hours in advance by e-mail
- Scope: Software updates, configuration changes, capacity upgrades
4.2 Emergency Maintenance
- Applied for critical security patches or stability fixes.
- Minimum 4 hours' notice will be given where possible.
- If advance notice is not possible, members are informed in real time during the maintenance window.
4.3 Maintenance Notification Channels
- Member e-mail list (noc@regpex.tr)
- Member portal notifications
- RegPEX status page (status.regpex.tr)
5. Incident Priority Levels
5.1 Priority Classification
| Level | Definition | Response Time | Resolution Target |
|---|---|---|---|
| P1 — Critical | Full outage affecting all members | 15 minutes | 2 hours |
| P2 — High | Partial outage affecting multiple members | 30 minutes | 4 hours |
| P3 — Medium | Outage affecting a single member | 1 hour | 8 hours |
| P4 — Low | Performance degradation, information request | 4 hours | 5 business days |
5.2 Escalation Matrix
| Time Elapsed | Escalation Level |
|---|---|
| 0–30 minutes | NOC Engineer |
| 30–60 minutes | Senior NOC Engineer |
| 1–2 hours | Technical Director |
| 2+ hours | General Manager |
6. Reporting
6.1 Monthly Report
A report is provided to members in the first week of each month, covering:
- Platform uptime metrics
- Incident summary and resolution times
- Traffic statistics
- Planned maintenance schedule (following month)
6.2 Incident Report
A detailed post-mortem report is prepared for significant incidents (P1/P2):
- Incident timeline
- Root cause analysis (RCA)
- Actions taken
- Prevention plan
7. Credit Claim Process
- Credit claims must be submitted within 30 days of the incident date.
- Claims must be sent in writing to noc@regpex.tr.
- Approved credits are applied to the following month's invoice.
- Maximum credit per month is 100% of the monthly port fee.
8. Exclusions
The following are excluded from SLA scope:
- Force majeure (natural disaster, war, pandemic, government authority decisions)
- Member equipment failures
- Member configuration errors
- Cross-connect provider outages
- Carrier VLAN provider outages
- Internet transport outages for Remote Peering connections
- Scheduled maintenance periods
- Capacity overruns where the member has been notified
9. Contact
- NOC and incident reporting: noc@regpex.tr / +90 (312) 486 01 86
- Maintenance notifications: noc@regpex.tr
- General enquiries: Contact Form