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 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 DNSSM" and "Secondary DNSSM" services ("Services") provided by Dynamic Network Services, Inc. ("DynDNS") to Customers who have purchased the DNS SLA package. The SLA shall become effective fourteen (14) days after the commencement of Services, to allow DynDNS and Customer time to properly configure and test the Services.
Availability
An "Outage" shall be defined by the following event:
- The DynDNS Nameserver Infrastructure did not maintain 100% accessibility. For purposes of this SLA, 100% accessibility shall mean that the DynDNS Nameserver Infrastructure shall not fail to respond to DNS queries for more than five (5) minutes out of any twenty-four (24) hour period.
Downtime due to the following events shall not be considered part of a Service Outage:
- Regularly Scheduled Maintenance. Regularly Scheduled Maintenance shall be defined as any maintenance performed on the DynDNS Nameserver Infrastructure (i) of which Customer is notified 24 hours in advance, or (ii) that is performed during a standard scheduled maintenance window, Thursday through Sunday from 2am to 6am US Eastern Time. Notice of Scheduled Maintenance shall be provided to Customer's designated point of contact by a method selected by DynDNS (telephone, e-mail, fax, or pager).
- Unavailability of the Services due to Customer misuse, outside application programming, non-performance or other negligent or unlawful acts by Customer or its agents or suppliers, problems with Customer's registrar, network unavailability outside of the DynDNS Nameserver Infrastructure, malicious acts by a third party against Customer or against its authorized agents or suppliers, or events of force majeure.
DynDNS, 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 Support within five (5) calendar days. If DynDNS 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 DynDNS. DynDNS 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 DynDNS does not meet the commitments set forth in this Service Level Agreement.
DynDNS Nameserver Infrastructure Definition
The DynDNS Nameserver Infrastructure shall be defined as the group of systems (servers, hardware, and associated software) that are responsible for delivering the Services. The DynDNS 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.