Legal Documents

SERVICE LEVEL AGREEMENT

DartNode prides itself on offering a 100% uptime guarantee for containers and virtual private servers sold by DartNode. The following are the terms and conditions of our service level agreement, what this guarantee covers, and how to claim credits for downtime.

What is considered downtime?

Downtime is defined as when the service and its main assignable IP are not reachable by you, the customer, or by DartNode and our team using the public internet.

What is Covered

1. Unplanned hardware or software maintenance.
2. Network unavailability as a result of any hardware failure.
3. Network unavailability as a result of human error (caused by DartNode).

What is NOT Covered

1. Planned network maintenance aimed at improving service.
2. Network unavailability as a result of issues arising from the carrier; however, DartNode will do its best to ensure that the carrier provides compensation.
3. Unauthorized access to the user's account.
4. Downtime caused by the user.

Compensation Levels

Compensation

Compensation is calculated from the first reported time the server is down, meaning once you report the outage to DartNode or we open a network issue announcement, we will begin to track the downtime. You must explicitly request SLA credit from DartNode within 24 hours of the downtime occurring, but only if the outage exceeds 15 minutes. To request credit, email help@dartnode.com or open a ticket on your account.

Compensation is given in the form of Account Credit and is not refundable or transferable in any way. You may use your account credit on future invoices with DartNode.

Rejection

We reserve the right to deny the provision of compensation if you do not meet the conditions above or if you are in violation of, or the Terms of Service are not met.