Service Level Agreements

Introduction

Some of our services come with Service Level Agreements. Those terms are outlined below.

Not all services include service level agreements. However, SLAs are available for any of our paid services. Services which do not carry an SLA, including all of our free services and some of our less expensive paid services, are always provided on a best effort basis, with no guarantees of any kind. Unless expressly noted, your services are not covered by an SLA. Please contact us if you are unsure if a particular service is covered, or if you would like to learn how to add an SLA to your service.

SLA for DNS services

The following SLA applies only to DNS service plans that expressly identify themselves as being subject to this SLA. All other plans are provided without an SLA.

We guarantee 100% uptime of our overall DNS network — queries for your domain(s) will be answerable by a majority of servers within our network at all times.

We also guarantee reasonable DNS response time for four 9's — 99.99% of the time.

Here are the details:

Periods of non-compliance shall be defined as the period of time between consecutive non-compliant measurements.

For example, if measurements are taken at 30 second intervals, and 13 consecutive measurements exceed the 100ms threshold, then 6 minutes will be considered out of compliance.

If your covered service fails to meet the stated SLA guarantees, we will issue a credit for four times (4x) the total (starting from 100%) non-compliant time, not to exceed that service's current monthly cycle's billed rate. Credits less than $1.00 will not be issued.

To make a claim, you must submit via email (or our online request form) a request, with supporting evidence, such as the period of time our systems did not deliver the proper level of service, within one month of the end of the measured period.

Returning to the previous example, 6 minutes would be slightly less than 99.99%. So, upon a request, a credit would be issued for four times the 6 minutes, or 24 minutes of failing to meet SLA compliance with the responsiveness guarantee.

The guarantees provided in this SLA exclude acts of nature, acts of God, criminal acts, other extenuating circumstances outside our control, equipment outside our control, scheduled maintenance with at least 24 hours notice, terms of service violations, and any period of time when advance payment has not been received for services.

SLA for VPS Servers

The following SLA applies only to VPS Server service plans that expressly identify themselves as being subject to this SLA. All other plans are provided without an SLA.

We guarantee not only server uptime, but network reachability within our network for four 9's — 99.99% of the time.

Here are the details:

Periods of non-compliance shall be defined as the period of time between consecutive non-compliant measurements.

For example, if measurements are taken at 30 second intervals, and 13 consecutive measurements indicate that we failed to route network traffic to your server, then 6 minutes will be considered out of compliance.

If your covered service fails to meet the stated SLA guarantees, we will issue a credit for four times (4x) the total (starting from 100%, not 99.99%) non-compliant time, not to exceed that service's current monthly cycle's billed rate. Credits less than $1.00 will not be issued.

To make a claim, you must submit via email (or our online request form) a request, with supporting evidence, such as period of time our systems did not deliver the proper level of service, within one month of the end of the measured period.

Returning to the previous example, 6 minutes would be slightly less than 99.99% reachability. So, upon a request, a credit would be issued for four times the 6 minutes, or 24 minutes of failing to meet SLA compliance.

The guarantees provided in this SLA exclude acts of nature, acts of God, criminal acts, other extenuating circumstances outside our control, equipment outside our control, scheduled maintenance with at least 24 hours notice, elements under customer control (VPS Server guest OS, configuration, etc.), terms of service violations, and any period of time when advance payment has not been received for services.