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.
This Service Level Agreement covers only customers who have purchased "DNS Hosting", "Base DNS Hosting", or "DNS Rescue" services ("Services") from DNS Park. The SLA shall become effective thirty (30) days after the commencement of Services, to allow DNS Park and Customer time to properly configure and test the Services.
DNS Services Availability Guarantee
An "Outage" shall be defined by the following event:
The DNS Park Services did not maintain 100% accessibility. For purposes of this SLA, 100% accessibility shall mean that DNS Park Services shall not fail to respond to DNS queries for more than ten (10) minutes out of any twenty-four (24) hour period.
Failures caused by any of the following shall not be considered an Outage:
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.
Customer must be using all of our possible name servers (a minimum of 5).
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, or any Force Majeure event.
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 through Sunday from 11 PM to 6 AM US 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, or fax).
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.
DNS Park, in its sole discretion, shall determine whether an event will be considered an Outage based upon it's records and data.
Calculation of Credits
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 Services for which this Commitment was not met. Customers with subscriptions for more than one Service will not receive credits for unaffected Services.
When Customer becomes aware of an Outage, Customer must open a ticket with DNS Park within three (3) calendar days.
DNS Park, in its sole discretion, shall review all claims and will notify the Customer if the claim is rejected. If the claim should result in a credit, credits will be applied to the affected service(s) as defined in the table below.
| Outage Duration | Service Credit |
|---|---|
| 10 - 60 minutes | 1 day service credit |
| 61 minutes - 4 hours | 1 week service credit |
| More than 4 hours | 1 month service credit |
Definitions
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.
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.
