SLA
DNS Service Level Agreement (SLA)
These product-specific SLAs define the Service Availability Target for the Domain Name System (DNS) service. They apply to all Clients using the Service. Capitalized terms not defined here have the meanings set forth in the Exoscale Terms and Conditions or EUSA, whichever applies.
SLA
| Metric | Target | Definition |
|---|---|---|
| Authoritative Nameserver Availability | 99.99% Availability | The Authoritative Nameserver Infrastructure shall not fail to respond to DNS queries for more than five (5) minutes out of any twenty-four (24) hour period. An Outage is defined as the concurrent loss of all authoritative name servers in the group of systems for DNS resolution. |
Client Responsibilities
While Exoscale is responsible for operating and maintaining the DNS service, Clients remain responsible for the following:
- Domain name registration and renewal management
- DNS zone and records export and backup
- DNS record configuration and accuracy
- TTL settings and propagation planning
- DNSSEC configuration when applicable
For a complete explanation of the shared responsibility framework between Exoscale and Clients, please see the Exoscale Shared Responsibility Model documentation.
Exclusions
The following events shall not be considered a Service Outage:
- 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 or dependencies outside of the Authoritative Nameserver Infrastructure.
- Network unavailability outside of the DNSimple or Exoscale infrastructure.
- Malicious acts by a third party against Customer or against its authorized agents or suppliers.
- Force majeure events.
- Regularly Scheduled Maintenance: Any scheduled maintenance on the Exoscale DNS infrastructure of which Clients are notified at least 24 hours in advance. Maintenance notices are published on the Exoscale Status Page.
For the complete list of SLA exclusions, please refer to the General Exoscale Terms and Conditions or EUSA, whichever applies.
Retribution
The standard retribution and SLA credit schemes apply for this product as described under General Exoscale Terms and Conditions or EUSA, whichever applies. The Service Credits shall be the sole remedy in case of non-meeting the SLA. In the event that the Monthly Uptime Percentage for Exoscale DNS falls below the committed Service Level Objective, the Client will be eligible for service credits as follows:
| Monthly Uptime Percentage | Service Credit Percentage of Monthly Service Fees for Affected Resources |
|---|---|
| from 99.99% to 98.3% | 50% |
| below 98.3% | 100% |
Claim Service Credit
To request a service credit, refer to the Service Unavailability Credit section of the Exoscale Terms and Conditions or the EUSA, whichever applies.