Service Level Agreement
DNS Park, LLC ("DNS Park") understands the importance that our role plays in supporting an organization's business operations. We consider the service we provide each customer as a critical component of their success.
DNS Park is committed to providing reliable, managed services to our customers. Our Service Level Agreement (SLA) has been designed to ensure the highest quality service as a result of the self discipline it imposes on our company. The key aspects of the DNS Park Service Level Agreement are:
- Managed DNS Services Availability Guarantee
- Data Access Availability Guarantee
- Customer Service Guarantee
Should specified metrics fail to be achieved, DNS Park will credit the customer's account in accordance with the terms and conditions of this SLA Program.
Managed DNS Services Availability Guarantee
DNS Park's goal is to make Managed DNS Services ("DNS Services") available to Customer free of DNS Services Outages for 100% of the time. For purposes of this SLA, a "DNS Service Outage" is an instance in which the DNS Park Systems, as defined in the Definitions section at the end of this agreement, collectively become unavailable to pass data in or out of DNS Services for more than 30 consecutive minutes.
DNS Park guarantees 99.9% availability of the DNS Services when using only two (2) DNS Park nameservers.
DNS Park guarantees 100% availability of the DNS Services when using four (4) DNS Park nameservers.
Data Access Availability Guarantee
DNS Park pledges to make availble to Customer a web-based user interface, zone/data transfer mechanisms, applications programming interfaces (API) or other Customer-accessible data access or manipulation software. For purposes of this SLA, a "Data Access Outage" is an instance if any of the previously listed services are unavailable for one or more consecutive hours in any calendar month, thereby preventing Customer (or Customer's applications) from being able to reasonably add, delete or modify their DNS or other directory data as committed to in the published functional specifications for such Services.
Customer Service Guarantee
Our goal is to provide highly responsive and effective customer service. We measure three key events for the resolution of service requests. For each event, you will receive communication from a representative of our customer service department within the specified time. All commitment times are measured from the time the request was received by DNS Park. In most cases, various issues can be resolved immediately upon receipt of the service request.
The measured time is also based on a standard work week (8AM to 8PM CST (GMT -6) Monday through Friday, except for national holidays). The stated response time hours are applicable only during support hours. The response times are as follows:
- Acknowledge -- A live person has received your request and ensured that it is being dealt with appropriately. 8 hours.
- Confirm - A service representative has reviewed your request and determined a course of action for resolution. When possible, the service representative will provide an estimate of when the request can be resolved. 24 hours.
- Resolve - The request has been resolved. The communication from the service representative will describe what was done to resolve the request. 36 hours.
Calculation of Credit
To qualify for any credit, Customer must have a current and valid paid subscription for the Services directly with DNS Park and must have an account in good standing with DNS Park. DNS Park will not provide any credits to customers that have purchased or acquired Services through a reseller, distributor, or indirectly through any other company. Credits will not apply to any services other than the Annual Fee for the Services for which this Commitment was not met. Customers with subscriptions for more than one Service will not receive credits for unaffected Services.
Managed DNS Services Credit -- If DNS Park fails to meet the Managed DNS Services Availability guarantee in any calendar month, Customer shall qualify for a credit for a portion of that month of services. A credit is equal to 1/36th of Customer's annual recurring charge for the specific service element(s) impacted. Credits will be applied to any confirmed DNS Services Outage of greater than four hours. Credits will not be applied for any DNS Services Outage less than four hours. DNS Services Outage is measured from the time the DNS Services Outage begins until the time the problem is repaired. There is a maximum credit of 1/12th of Customer's annual recurring charge for each calendar month.
Customer Data Access Credit -- If DNS Park fails to meet the Data Access Availability guarantee in any calendar month, Customer shall qualify for a credit for a portion of that month of services. A credit is equal to 1/36th of Customer's annual recurring charge for the specific service element(s) impacted. Credits will be applied to any confirmed Data Access Outage of greater than six hours. Credits will not be applied for any Data Access Outage less than six hours. Data Access Outage is measured from the time the Data Access Outage begins until the time the problem is repaired. There is a maximum credit of 1/12th of Customer's annual recurring charge for each calendar month.
Customer Service Credit -- A credit of one DNS Park services will be given for each failure to complete the required event within the stated time periods, up to a total of 3 services for any one request. For example, if DNS Park fails to respond with an Acknowledgement within 8 hours and a Confirmation within 24 hours for a service request, but resolves the request within 36 hours, a credit of two services may be claimed. Customer service credits may only be claimed for requests related to services that DNS Park has agreed to provide according to this Service Level Agreement and services that have specifically been used by Customer.
Filing a Claim
To qualify for a credit, the customer must first have opened a trouble ticket to report a DNS Services Outage, or Customer Data Access Outage within twenty-four (24) hours of the outage. In addition, the customer must contact Customer Care to request a credit claim within ten (10) business days of the outage, or customer service lapse. The claim must include the following information:
- Customer name, account number and contact information
- Type of problem (DNS Services Outage, Data Access Outage, Customer Service).
- Date and beginning /end time of outage or failed performance metric
- Brief description of the characteristics of the outage or failed performance metric.
- End user location and ISP used to access the DNS Park services
DNS Park, in its sole discretion, shall attempt to review all claims within ten (10) business days of receipt and will notify the customer if Customer's claim is rejected. Credits will be issued only for problems caused by circumstances within DNS Park's reasonable control and not as a result of any actions or inactions of the customer or any third party (including customer equipment and third-party equipment).
The credits available under this "Calculation of Credit" section are the sole and exclusive remedies of Customer for any failure of DNS Park to satisfy any metrics, requirements, standards or other performance or service goals of any type or description within this SLA. Customer waives and releases any claims for other relief and accepts the specified credits as the only remedies. In any event Customer understands that cash refunds are not available and that the credits provided may only be used as a credit against Customer's account.
Service Level Agreement Eligibility
DNS Park paid customers are automatically covered, free of charge, with the following exceptions:
- When Customer service additions fall into the Initialization Period as described in the Definitions section.
- When a customer account is not in good financial standing with DNS Park, defined as having an account balance that is 30 days overdue.
- Circumstances beyond DNS Park's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, terrorism, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services.
- Regularly Scheduled Maintenance. Regularly Scheduled Maintenance shall mean any maintenance performed to the DNS Park Service (a) of which Customer is notified 24 hours in advance, and (b) that is performed during a standard maintenance window on Thursday and Friday from 11 PM to 6 AM Central Time, and Sunday from 12am to 12 PM Central Time. Notice of Scheduled Maintenance will be provided to Customer's designated point of contact by a method elected by DNS Park (telephone, e-mail, fax, pager or mail).
- Customer fails to report an outage and open a trouble ticket.
- Outage or error of any DNS Park SLA measurement system (i.e. credits not automatically granted because measurement system fails).
- Unavailability of the Services due to Customer misuse, application programming, non-performance or problems with Customer's registrar.
- Customers acts or omissions, including without limitation, any negligence, willful misconduct, or use of the DNS Park services in breach of any applicable service agreement between Customer and DNS Park, including but not limited to DNS Park's Terms of Service, by Customer, its employees, agents or others authorized by Customer.
This SLA Program applies only to services provided by DNS Park. DNS Park, in its sole discretion, shall determine whether an event will be considered a "Service Outage" based on its records and data.
Service Level Agreements that are negotiated and incorporated into a service agreement between DNS Park and Customer take precedence over those described in this document.
DNS Park, in its sole discretion, may amend or revise this SLA at any time. Such amendments or revisions will be considered effective when an updated SLA is posted on DNS Park's website.
Definitions
Initialization Period -- The Initialization Period is a period of ninety (90) days beginning on the date Customer begins use of the Services, during which DNS Park and Customer may work to configure several variables in order to meet full operational performance parameters. During the Initialization Period, the service level guarantees shall not apply.
DNS Park Systems -- The DNS Park Systems are defined as the current deployment "cloud" of systems (servers, hardware and associated software) that are responsible for delivering DNS Services. The DNS Park Systems are not defined as including web-based user interfaces, zone/data transfer mechanisms, applications programming interfaces (API), or other Customer-accessible data access or manipulation software.
