Overview
We guarantee high service availability, and we are committed to maintaining our clients' trust through this Service Level Agreement.
100% Uptime Guarantee
dusk.host will provide a 100% uninterrupted transit to the internet as measured on a monthly basis.
In the event that we do not meet 100% uptime in any given month as measured by our internal monitoring systems, the client will be eligible to claim a percentage of the affected service's monthly fees or its monthly equivalent as account credits.
This uptime guarantee is applicable on a per-service-item basis. For example, if you have multiple services with us, and one (1) of those services experiences downtime, any credit due to you under this uptime guarantee would be proportional to that one (1) service's downtime only and not your entire dusk.host account. This uptime guarantee does not apply to the accessibility of dusk.host's web properties such as, but not limited to, the dusk.host website and the dusk.host client portal.
This uptime guarantee does not cover:
- downtime caused by incidents and/or events under the control of the client, such as resource usage issues, website code issues, issues with external and/or third party services that the client utilizes
- routing issues outside our network
- outages due to scheduled or emergency network and/or facility maintenance
Scheduled maintenance will be broadcast to all clients through email at least 24 hours prior to the commencement of maintenance work.
SLA Account Credits
All SLA account credit calculations will be based on the details presented in the table below.
| Service Uptime Per Month | Account Credit |
|---|---|
| 99.9% to < 100% | 10% |
| 99.8% to < 99.9% | 25% |
| 99.7% to < 99.8% | 50% |
| 99.6% to < 99.7% | 50% |
| ≤ 99.5% to < 99.6% | 100% |
Note that SLA account credits are not automatically applied. Clients are required to send in an official SLA CREDIT REQUEST via ticket. After submiting a request, we must determine, at our sole discretion, whether or not an eligible outage has occurred.
Account credits will not exceed 100% of the client's recurring monthly fees (or in case of longer billing cycles, the monthly equivalent) for the month in which the credit is issued. All credits must be requested within 30 days of the incident. Only the most specific and relevant credit will apply to each incident.
Account credits may not be redeemed/exchanged for cash.
Clients participating in illegal, malicious, or any other activities that violate our Terms of Service will not qualify for credit claims.
dusk.host will not provide credits to clients with invalid and/or unverified claims. Statistics provided by external uptime monitors may not be used to claim credits.
dusk.host reserves the right to approve or deny account credit requests on a case-by-case basis. Downtime caused directly or indirectly by the client will never result in account credits being granted.
Last updated on 2024-07-27