DNS Service Level Agreement

Important Note: This SLA is effective only for customers who have purchased DNS SLA coverage though the SLA section of the account area on the DynDNS.com website. It does not apply to accounts for which an SLA has not been purchased.

This DNS Service Level Agreement ("SLA") covers only the "Custom DNS" and "Secondary DNS" services ("Services") provided by Dynamic Network Services Inc. ("Dyn Inc.") to Customers who have purchased the DNS SLA package. The SLA shall become effective fourteen (14) days after the commencement of Services, to allow Dyn Inc. and Customer time to properly configure and test the Services.

Availability

An "Outage" shall be defined by the following event:

Downtime due to the following events shall not be considered part of a Service Outage:

Dyn Inc., in its sole discretion, shall determine whether an event will be considered an Outage based upon its records and data.

Remedies

When Customer becomes aware of an Outage, Customer shall open a ticket with DynDNS.com Support within five (5) calendar days. If Dyn Inc. determines in its reasonable commercial judgement that the Outage event did occur and should result in a credit, service credit will be applied to any affected service(s) as laid out in the service credit table below:

Outage Time Service Credit
5 - 30 minutes 1 day service credit
31 minutes - 4 hours 1 week service credit
More than 4 hours 1 month service credit

Service credits are applied in the form of extensions to the expiration dates of any services for which the SLA was not met.

To qualify for any credit, Customer must have a current and valid subscription to the Service(s) affected, and must have an account in good standing with Dyn Inc. Dyn Inc. will not provide credits to any Customer that has purchased or acquired Services through a reseller, distributor, or indirectly through any other company. Credits will not apply to any charges or Services other than the fee for the Services for which this SLA was not met. Customers with subscriptions for more than one Service will not receive credits for unaffected Services. Customer's account shall not be credited more than once per month under this Service Level Agreement. The remedies laid out above shall be the sole and exclusive remedies if Dyn Inc. does not meet the commitments set forth in this Service Level Agreement.

Dyn Inc. Nameserver Infrastructure Definition

The Dyn Inc. Nameserver Infrastructure shall be defined as the group of systems (servers, hardware, and associated software) that are responsible for delivering the Services. The Dyn Inc. Nameserver Infrastructure is not defined as including web-based user interfaces, zone transfer mechanisms, update systems, or other Customer-accessible data access or manipulation methods.