1. Overview
This Service Level Agreement ("SLA") defines the uptime commitments and service credits for dnsfox.com managed hosting services. This SLA applies to all paid plans and is part of our commitment to providing reliable, enterprise-grade hosting infrastructure.
2. Uptime Guarantee
Monthly Uptime Commitment
We guarantee the following monthly uptime percentages for all paid plans:
| Plan | Uptime Guarantee | Maximum Downtime/Month |
|---|---|---|
| All Plans | 99.9% | 43.2 minutes |
| Enterprise (Custom) | 99.95% | 21.6 minutes |
How We Calculate Uptime
Uptime is calculated as the percentage of time your website is accessible and responding to requests in a given calendar month, excluding:
- Scheduled maintenance windows (announced at least 7 days in advance)
- Downtime caused by factors outside our control (see Exclusions)
- Emergency security patches (limited to 1 hour per month)
3. Service Credits
Credit Schedule
If we fail to meet our uptime guarantee, you are eligible for service credits based on the actual uptime achieved:
| Monthly Uptime | Service Credit |
|---|---|
| 99.9% - 99.0% | 10% of monthly fee |
| 98.9% - 95.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
How to Request Credits
To request service credits:
- Submit a support ticket within 30 days of the incident
- Include affected dates, times, and website URLs
- We will investigate and verify the claim within 5 business days
- Approved credits are applied to your next monthly invoice
Credit Limitations
- Maximum credit per month: 50% of monthly hosting fee
- Credits cannot be redeemed for cash
- Credits must be used within 12 months of issuance
- Credits do not apply to add-on services or overage charges
4. Service Scope
Covered Services
This SLA covers:
- Web hosting infrastructure (servers, network, storage)
- Database services (MariaDB, Redis)
- SSL/TLS certificate availability
- Control panel accessibility
Not Covered
This SLA does not cover:
- Application-level errors or bugs in your code
- Third-party integrations or APIs
- DNS propagation delays
- Email delivery rates (covered by separate email SLA)
- Performance issues caused by inefficient code or queries
5. Exclusions
The uptime guarantee does not apply to downtime caused by:
Scheduled Maintenance
- Planned maintenance announced at least 7 days in advance
- Limited to non-peak hours (typically 2-6 AM UTC)
- Maximum of 4 hours per maintenance window
Force Majeure
- Natural disasters, war, terrorism, or civil unrest
- Government actions or regulations
- Internet backbone failures beyond our control
- Pandemics or public health emergencies
Customer Actions
- Violations of our Acceptable Use Policy
- Account suspension due to non-payment
- Customer-initiated changes or deployments
- Misconfigured DNS settings
- Exceeding plan resource limits
Security Incidents
- DDoS attacks or malicious traffic
- Emergency security patches or updates
- Suspension due to compromised accounts
Third-Party Services
- Failures of external DNS providers
- Third-party API or service outages
- CDN provider issues (where applicable)
6. Monitoring and Reporting
Real-Time Monitoring
We monitor our infrastructure 24/7/365 using:
- Automated health checks every 60 seconds
- Real-time alerting for service degradation
- Performance metrics and resource utilization tracking
- Network connectivity monitoring from multiple global locations
Status Page
Check our current system status and incident history at:
Subscribe to status updates via email, SMS, or Slack to receive notifications about:
- Service disruptions or degradation
- Scheduled maintenance windows
- Incident resolution updates
Monthly Reports
Enterprise customers receive monthly uptime reports including:
- Actual uptime percentage
- Incident summaries and root cause analysis
- Performance metrics and trends
- Upcoming maintenance schedules
7. Support Response Times
While not part of the uptime guarantee, we commit to the following support response times:
| Priority | Response Time | Description |
|---|---|---|
| Critical | 15 minutes | Complete service outage |
| High | 1 hour | Significant degradation |
| Medium | 4 hours | Partial functionality issues |
| Low | 24 hours | General questions |
8. Infrastructure Commitments
Redundancy
- Redundant power supplies and network connections
- Automatic failover between servers
- Distributed CDN edge nodes across multiple regions
- Database replication and automatic backups
Security
- DDoS mitigation and Web Application Firewall (WAF)
- Automated security updates and patches
- 24/7 security monitoring and incident response
- SSL/TLS encryption for all traffic
Backups
- Daily automated backups retained for 30 days
- One-click restoration from any backup point
- Off-site backup storage for disaster recovery
9. Changes to This SLA
We may update this SLA from time to time. Material changes will be communicated at least 30 days in advance via:
- Email notification to account holders
- Notice posted on our website and status page
- Update to the "Last Updated" date above
If changes reduce our commitments, you may cancel your account within 30 days for a prorated refund.
10. Contact Information
For questions about this SLA or to request service credits, contact us at:
Support: support@dnsfox.com
Status Page: status.dnsfox.com
Emergency: Available 24/7 via support ticket