Service Level Agreement (SLA)
Effective Date: January 25, 2026
This Service Level Agreement ("SLA") outlines the performance commitments from RocketDNS to you ("Customer"). We recognize that DNS is mission-critical infrastructure, and our architecture is designed for 100% availability.
1. Uptime Commitment
RocketDNS guarantees that its Authoritative DNS Resolution Service will be available 99.99% of the time during any monthly billing cycle.
2. Definitions
- "Service Unavailable" means a period during which valid DNS queries sent to RocketDNS Name Servers from any location globally result in a SERVITFAIL or timeout, provided such failures are not caused by the "Exclusions" defined below.
- "Global Resolution" refers to the ability of our Anycast Network to successfully answer queries from at least one Point of Presence (PoP) in each operational geographic region.
- "Monthly Uptime Percentage" is calculated by subtracting the percentage of minutes during the month in which the Service was Unavailable from 100%.
3. Service Credits
If we fail to meet the Uptime Commitment, you are eligible for Service Credits based on the tier of downtime experienced:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Less than 99.99% but ≥ 99.9% | 10% of Monthly Fee |
| Less than 99.9% but ≥ 99.0% | 25% of Monthly Fee |
| Less than 99.0% but ≥ 95.0% | 50% of Monthly Fee |
| Less than 95.0% | 100% of Monthly Fee |
4. Claims Process
To receive a Service Credit, you must submit a claim by emailing support@rocketdns.io. To be eligible, the credit request must:
- Be received by us within 30 days of the incident.
- Include the specific date, time, and duration of the downtime.
- Include logs or traceroutes documenting the errors (if available).
If the Monthly Uptime Percentage is confirmed by us to be less than the Service Commitment, we will issue the Service Credit within one billing cycle.
5. Exclusions
The Service Commitment does not apply to any unavailability, suspension, or termination of the Service performance issues:
- That result from a suspension or termination of your right to use the Service (e.g. for non-payment or AUP violation).
- Caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of RocketDNS.
- That result from any actions or inactions of you (e.g. misconfiguring your Master Nameserver firewall or AXFR settings).