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
- NOC support (e-mail and phone); response times are set out in section 5.1
- Support ticket submission via member portal
3. Uptime Targets
3.1 Platform Uptime
RegPEX targets a monthly availability of 99.5% for the switching platform (Annex 4, section 4.2 of the RegPEX Participation Agreement). The binding text is Annex 4 (Turkish); the descriptions on this page are for information only.
Measurement method: Availability is the ratio of the time during which the switch to which the Member's port is connected is able to serve the peering bridge domain to the total time in the relevant month. Measurement is based on RegPEX's monitoring system records. Outage duration is the time between the moment the fault is detected in the monitoring system and the moment service is restored.
Minimum outage unit: Outages shorter than five (5) minutes are not counted.
No separate availability figure is committed for the Route Server, Looking Glass or Member Portal; the Route Server service is outside the scope of Annex 4 (Annex 3.1, Annex 4.1).
3.2 Uptime Calculation
- Uptime is measured on a monthly basis; outages shorter than 5 minutes are not counted.
- 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 Service Credit
Binding text: The service-credit rules are set out in Annex 4, section 4.5 of the RegPEX Participation Agreement; this page is a summary and the Agreement prevails in case of conflict.
If monthly availability falls below the target (99.5%), the Member may claim a service credit calculated on the port fee plus capacity fee paid for the month of the outage (the credit base). The credit base covers only fees the Member has actually paid for that period:
| Actual availability | Credit |
|---|---|
| 99.0% – 99.5% | 10% of the credit base |
| 98.0% – 99.0% | 25% of the credit base |
| Below 98.0% | 50% of the credit base |
- The claim must be made in writing within 30 days after the end of the relevant month.
- The credit is set off against the next period's invoice; it is not paid in cash.
- Annual cap: Total credits in a calendar year may not exceed 50% of that year's total credit base (the sum of port fees and capacity fees paid).
- No credit accrues during the incentive (free) period, as no fee is paid.
- The service credit is the sole and exclusive remedy for an availability breach.
4. Maintenance Windows
4.1 Scheduled Maintenance
- Standard window: As a rule 02:00–06:00 (local time)
- Notice period: Minimum 5 business days in advance, in writing
- Scope: Software updates, configuration changes, capacity upgrades
4.2 Emergency Maintenance
- Applied for critical security patches or stability fixes.
- The notice period may be reduced to 4 hours, with reasons stated.
- 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 | Initial Response Time | Status Update |
|---|---|---|---|
| Critical | Full outage affecting all members | 30 minutes | Every 2 hours |
| High | Partial outage affecting multiple members | 1 hour | Every 4 hours |
| Normal | Outage affecting a single member | 4 hours (business hours) | Daily |
| Low | Performance degradation, information request | 1 business day | — |
The times are initial response times, not a resolution-time commitment. Out-of-hours notifications are received through the OPERATOR's on-call engineer; the times and status-update frequencies in the table above apply unchanged. The binding text is Annex 4, section 4.4 of the RegPEX Participation Agreement.
5.2 Escalation
Incidents are escalated to a higher level under RegPEX's internal processes when deemed necessary. Escalation times are an internal process and not a binding commitment.
6. Reporting
6.1 Periodic Report
RegPEX aims to provide members, at intervals it deems appropriate, with a report covering:
- Platform availability information
- Incident summary
- Traffic statistics
- Planned maintenance schedule
6.2 Incident Report
For significant incidents, a post-incident review report may be prepared where appropriate:
- Incident timeline
- Root cause analysis (RCA)
- Actions taken
- Prevention plan
7. Credit Claim Process
- Credit claims must be submitted within 30 days after the end of the month in which the outage occurred.
- Claims must be sent in writing to noc@regpex.tr.
- Approved credits are set off against the next period's invoice; they are not paid in cash.
- Total credits in a calendar year may not exceed 50% of that year's total credit base (annual cap).
- For the credit rules, see section 3.3 and Annex 4.
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