1. Overview & Uptime Commitment #

The BEX Service Level Agreement (SLA) outlines the uptime guarantees, performance metrics, and infrastructure availability commitments provided across all global gateway clusters. BEX commits to delivering a 99.9% Monthly Uptime Percentage for its core routing infrastructure and token authentication plane. This SLA establishes transparent accountability for master distributors, B2B partners, and end-users, ensuring enterprise-grade operational stability.

2. SLA Metrics & Credit Compensation Tiers #

Core service availability is continuously calculated per calendar month based on edge gateway reachability and authentication service responsiveness:

• Uptime Calculation: Uptime % = $\frac{\text{Total Minutes} – \text{Downtime Minutes}}{\text{Total Minutes}} \times 100$.
• Service Credit Compensation: If BEX fails to meet the 99.9% availability threshold during a billing cycle, eligible B2B Reseller accounts receive automatic token balance adjustments according to the following tier schedule:
  • 99.0% – 99.89% Uptime: 10% credit adjustment on monthly platform renewal fees.
  • 95.0% – 98.99% Uptime: 25% credit adjustment.
  • Below 95.0% Uptime: 50% credit adjustment.

3. Planned Maintenance & Emergency Failover #

To maintain infrastructure health without breaching SLA targets:

• Scheduled Maintenance Windows: BEX executes routine software upgrades during off-peak hours, providing a minimum of 24-hour advance notification to reseller partners. Maintenance windows do not count toward downtime calculations if redundant routing remains active.
• Automated Anycast Failover: Edge gateway nodes are backed by Anycast DNS and automated health-check orchestrators. In the event of a localized server failure, traffic is rerouted within 30 seconds to the nearest operational node with zero session termination.

4. SLA Exclusions & Force Majeure #

The uptime guarantee explicitly excludes service interruptions resulting from factors beyond BEX’s direct technological control:

• Upstream & Local ISP Outages: Infrastructure disruptions caused by localized ISP throttling, regional backbone fiber cuts, or client-side local network misconfigurations.
• Extreme Force Majeure: Unforeseen events such as global tier-1 carrier outages, extreme natural disasters, or major nation-state network blockades.
• Client Device Faults: Client-side hardware failure, compromised local credentials, or unauthorized modification of TUN driver configurations.

5. Key Strategic Benefits #

• B2B Trust & Dependability: Guarantees master distributors and resellers enterprise-grade operational stability for their end-client bases.
• Automatic Financial Remedies: Transparent credit refund mechanisms eliminate disputes over service disruptions.
• Resilient Infrastructure Architecture: Multi-region Anycast failover ensures high availability even during isolated node failures.