Service Level Agreement (SLA)
Effective Date: January 30, 2026
1. Introduction
This Service Level Agreement ("SLA") outlines the performance commitments from RocketDNS Inc. ("RocketDNS", "we", "us") to you ("Customer"). We recognize that DNS is mission-critical infrastructure, and our architecture is designed for high availability and resilience.
2. Uptime Commitment
RocketDNS guarantees that its Authoritative DNS Resolution Service will be available 99.99% of the time during any monthly billing cycle.
3. Definitions
- "Service Unavailable" means a period during which valid DNS queries sent to RocketDNS Name Servers from any location globally result in a SERVFAIL response or a connection timeout.
- "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%.
4. Service Credits
If we fail to meet the Uptime Commitment, you are eligible for Service Credits based on the tier of downtime experienced in a given billing month:
| 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 |
Service Credits are calculated as a percentage of the total charges paid by you for the Service for the billing cycle in which the unavailability occurred.
5. Claims Process
To receive a Service Credit, you must submit a claim by emailing support@rocketdns.io. To be eligible, the credit request must:
- Timeline: Be received by us within 30 days of the incident.
- Details: Include the specific date, time, and duration of the downtime.
- Evidence: Include logs, traceroutes, or third-party monitoring reports 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. Service Credits are your sole and exclusive remedy for any performance or availability issues.
6. Exclusions
The Service Commitment does not apply to any unavailability, suspension, or termination of service performance issues:
- Suspension/Termination: That result from a suspension or termination of your right to use the Service (e.g., for non-payment or AUP violation).
- Force Majeure: Caused by factors outside of our reasonable control, including any force majeure event, government action, or Internet access/backbone related problems beyond the demarcation point of RocketDNS.
- Client Configuration: That result from any actions or inactions of you or your employees, including but not limited to:
- Misconfiguring your Master Nameserver firewall (blocking our AXFR/IXFR requests).
- Incorrect DNSSEC key management.
- Corrupted zone files generated by your primary server.
- Incomplete Nameserver Delegation: If you fail to delegate your domain to all four (4) RocketDNS authoritative nameservers (ns1, ns2, ns3, and ns4). The Service Commitment applies only when traffic is balanced across our full redundancy layer.
© 2026 RocketDNS Inc.