1. Service Commitments
We are committed to providing efficient, stable, and secure Internet service solutions with the following performance assurances:
1.1 Service Availability
- Service Availability Target: 99% or higher (calculated monthly).
- Availability Calculation Formula: Availability=(1−DowntimeTotal Time)×100%\text{Availability} = \left(1 - \frac{\text{Downtime}}{\text{Total Time}}\right) \times 100\%
- Downtime: The cumulative time during which services are inaccessible due to DNSHE system issues or other causes, excluding circumstances listed under the "Exclusions" section.
- Total Time: The total number of minutes in a calendar month.
1.2 Response Time
- DNS Resolution: Average response time ≤ 30 milliseconds (in major global regions).
- CDN Content Distribution: First-byte response time ≤ 100 milliseconds (based on DNSHE node coverage).
1.3 Data Durability
- Cloud Storage Data Durability: 99.9%.
1.4 Customer Support
- Technical Support Response Times:
- Urgent Tickets (service unavailability): Response within 60 minutes.
- General Tickets: Response within 8 hours.
2. Definition of Service Unavailability
2.1 Definition
"Service Unavailability" refers to the inability of users to access or use DNSHE services through normal means, including but not limited to:
- Servers failing to start or operate normally.
- Incomplete DNS resolution requests.
- CDN nodes failing to deliver content distribution services.
2.2 Downtime Record
Downtime is based on DNSHE system logs or mutually confirmed times. It starts from when the user submits a ticket or the system detects the fault and ends when the fault is resolved.
3. Compensation Policy
3.1 Compensation Standards
If service availability falls below the promised standard due to DNSHE's responsibility, users may apply for compensation as follows:
| Service Availability | Monthly Compensation Percentage (of service fee) |
|---|---|
| ≥99.0% and <99.9% | 1% |
| ≥95.0% and <99.0% | 10% |
| <95.0% | 15% |
3.2 Form of Compensation
Compensation will be provided as account credits applicable to future invoices. Cash refunds are not available.
3.3 Compensation Application
Users must submit a compensation application within 30 days of the incident. Late applications will be deemed a waiver of the compensation right. Applications must include a detailed description of the issue, including the time it occurred, the scope of impact, and supporting evidence.
4. Exclusions
The following situations are excluded from downtime calculations, and DNSHE is not liable for service interruptions caused by:
4.1 User Factors
- Incorrect configurations provided by the user or failure to maintain or use services as recommended.
- Network, device, or software issues on the user's side.
4.2 Force Majeure
- Events beyond reasonable control, including natural disasters, wars, terrorism, or major cyberattacks (e.g., large-scale DDoS attacks).
4.3 Third-Party Issues
- Issues arising from third-party providers or partners (e.g., domain registrars or SSL certificate issuers).
4.4 System Maintenance
- Scheduled maintenance or upgrades announced in advance.
4.5 Legal Requirements
- Service suspensions required by laws, regulations, or law enforcement agencies.
5. User Responsibilities
Users must fulfill the following obligations to ensure service stability and availability:
5.1 Data Backup
- Users are responsible for regularly backing up critical data to prevent data loss from unforeseen events.
5.2 Security Measures
- Users must securely manage their accounts and service configurations to prevent unauthorized access or use.
5.3 Notification and Communication
- Users must promptly report any service faults or anomalies to DNSHE.
6. Dispute Resolution
Any disputes arising from service quality or compensation matters should be resolved amicably through negotiation.
If negotiations fail, the dispute may be submitted to a court with jurisdiction in DNSHE's registered location.
7. Agreement Revisions
DNSHE reserves the right to revise this SLA and will notify users of any revisions via website announcements or email before they take effect. The revised agreement will take effect from the date of the announcement, and continued use of the services constitutes acceptance of the revisions.
Contact Us
- Website: www.dnshe.com
- Customer Support Email: support@dnshe.com
