Service Level Agreement

1. Uptime Commitment

Zenix guarantees the following monthly uptime percentages:

Dedicated Servers: 99.99% (≤ 4.38 min downtime/month)
VPS / Cloud: 99.99%
Colocation (power + cooling): 99.999%
Network (BGP/transit): 99.99%

2. Uptime Calculation

Monthly Uptime % = ((Total minutes in month − Downtime minutes) / Total minutes in month) × 100

Downtime is measured from the time a support ticket is opened (or Zenix detects the issue, whichever is earlier) to the time service is restored.

3. SLA Credits

Monthly Uptime	Service Credit
99.0% – 99.98%	10% of monthly fee
95.0% – 98.99%	25% of monthly fee
90.0% – 94.99%	50% of monthly fee
Below 90.0%	100% of monthly fee

4. Exclusions

SLA does not apply to downtime caused by:

Customer-initiated actions (OS reinstall, reboot, misconfiguration)
Planned maintenance (minimum 48h advance notice via email)
DDoS attacks exceeding the contracted mitigation threshold
Force majeure (natural disasters, power grid failure, third-party carrier outages)
Suspension due to AUP or payment violations

5. Credit Procedure

Submit SLA credit requests to support@zenix.net.tr within 30 days of the incident. Include service ID, timestamps, and description. Credits are applied to the next invoice and cannot be exchanged for cash.

6. Hardware Replacement SLA

For dedicated server hardware failures: Zenix will replace or repair faulty components within 4 hours of ticket creation during business hours, or 8 hours for nights and weekends. Critical components (drives, RAM) are stocked on-site.

7. Contact

SLA inquiries: support@zenix.net.tr