This Service Level Agreement defines the service commitments and remedies available to RegPEX Members.
1. Service Definitions
| Service | Description |
|---|---|
| Peering Port | Layer 2 switch port for peering traffic; available in 1GE, 10GE, or 100GE |
| Route Server | BIRD2-based route server for multilateral peering |
| Support | 24/7 Network Operations Center (NOC) support |
2. Uptime Targets
| Component | Target Uptime |
|---|---|
| Peering Fabric | 99.95% |
| Route Server | 99.9% |
| Looking Glass | 99.5% |
| Member Portal | 99.5% |
Uptime is measured on a monthly basis. Scheduled maintenance is excluded from uptime calculations.
3. Service Credit Table
Credits are applied to the following month's invoice as a percentage of the monthly port fee:
| Achieved Uptime | Credit |
|---|---|
| 99.95% – 100% | None |
| 99.5% – 99.95% | 10% |
| 99% – 99.5% | 25% |
| 98% – 99% | 50% |
| Below 98% | 100% |
Maximum credit per month: 100% of monthly port fee.
4. Maintenance Windows
Standard Maintenance
| Parameter | Value |
|---|---|
| Schedule | First Sunday of each month |
| Window | 02:00 – 06:00 UTC+3 |
| Notice | Minimum 72 hours in advance |
Emergency Maintenance
| Parameter | Value |
|---|---|
| Notice | Minimum 4 hours (best effort) |
| Purpose | Critical security or stability fixes |
5. Incident Priority Levels
| Priority | Classification | Initial Response | Resolution Target |
|---|---|---|---|
| P1 | Critical (fabric outage) | 15 minutes | 2 hours |
| P2 | High (Route Server, major impact) | 30 minutes | 4 hours |
| P3 | Medium (partial outage, Looking Glass) | 1 hour | 8 hours |
| P4 | Low (portal, minor issues) | 4 hours | 5 business days |
6. Escalation Matrix
| Time Since Report | Escalation Level |
|---|---|
| 0 – 30 min | NOC Engineer |
| 30 – 60 min | Senior NOC |
| 1 – 2 hours | Technical Director |
| 2+ hours | General Manager |
7. Reporting
| Report Type | Frequency | Content |
|---|---|---|
| Monthly Report | Monthly | Uptime, availability, incident summary |
| Incident Post-Mortem | Per incident | For P1 and P2 incidents; root cause, timeline, remediation |
8. Credit Claim Process
- Member submits a written claim within 30 days of the end of the affected month
- Claim must reference specific incidents and dates
- RegPEX validates against monitoring records
- Approved credits are applied to the following month's invoice
- Maximum credit: 100% of monthly port fee
9. Exclusions
Service credits and SLA targets do not apply when outages are caused by:
| Exclusion | Description |
|---|---|
| Force Majeure | Natural disaster, war, civil unrest, government action, pandemic |
| Member Equipment | Fault or failure of Member-provided equipment |
| Member Configuration | Errors in Member BGP or system configuration |
| Cross-Connect Provider | Failure of third-party cross-connect or POP operator |
| Planned Maintenance | Scheduled maintenance communicated in advance |
This SLA is subject to change. Material changes will be communicated to Members with reasonable notice.