Documentation

Service Level Agreement (SLA)

DanubeData commits to high availability and performance. Learn about our SLA guarantees, uptime commitments, and service credits.

Overview

Our SLA guarantees:

  • 99.99% Uptime: For VPS, databases, and cache
  • Service Credits: Automatic compensation for downtime
  • Transparent Reporting: Public status page
  • 24/7 Support: Always available

Uptime Guarantee

Guaranteed Uptime

Service Monthly Uptime Max Downtime
VPS Instances 99.99% 4.32 minutes
Databases 99.99% 4.32 minutes
Cache 99.99% 4.32 minutes
Network 99.99% 4.32 minutes
Control Panel 99.9% 43.2 minutes

What's Covered

Uptime includes:

  • Resource availability
  • Network connectivity
  • Storage accessibility
  • API availability

What's Not Covered

Exclusions:

  • Scheduled maintenance (with notice)
  • Customer-initiated actions
  • Customer application issues
  • Force majeure events
  • DDoS attacks (mitigation provided)

Service Credits

Calculation

Downtime percentage determines credit:

Monthly Uptime Downtime Service Credit
< 99.99% > 4.32 min 10%
< 99.9% > 43.2 min 25%
< 99.0% > 7.2 hours 50%
< 95.0% > 36 hours 100%

Requesting Credits

To request service credits:

  1. Email: sla@danubedata.com
  2. Include:
    • Account details
    • Affected resources
    • Downtime period
  3. Within 30 days of incident
  4. Credits issued within 7 days

Credit Application

Service credits:

  • Applied to future invoices
  • Maximum: 100% of monthly charges
  • No cash value
  • Expire after 12 months

Monitoring

Status Page

Check service status:

  • URL: status.danubedata.com
  • Real-time status
  • Incident history
  • Maintenance schedule
  • Subscribe for updates

Incident Communication

During incidents:

  • Status page updates
  • Email notifications
  • Estimated resolution time
  • Post-incident report

Maintenance

Scheduled Maintenance

Planned maintenance:

  • Advance Notice: 7 days minimum
  • Window: Off-peak hours
  • Duration: Typically < 30 minutes
  • Impact: Minimal or none

Emergency Maintenance

Unplanned critical maintenance:

  • As much notice as possible
  • Critical security patches
  • Infrastructure failures
  • Documented post-incident

High Availability

Redundancy

Built-in redundancy:

  • Multiple servers
  • Redundant network paths
  • Replicated storage
  • Automatic failover

Best Practices

Maximize availability:

  1. Use Replicas: Databases and cache
  2. Multiple Instances: Load balancing
  3. Cross-Region: Disaster recovery
  4. Monitoring: Proactive alerts
  5. Backups: Regular snapshots

Performance Guarantee

Response Time

Control panel performance:

  • Page Load: < 2 seconds
  • API Calls: < 500ms
  • Resource Actions: < 45 seconds

Resource Performance

Consistent performance guaranteed:

  • CPU: Full dedicated cores
  • Memory: Allocated RAM
  • Storage: Guaranteed IOPS
  • Network: Advertised bandwidth

Support SLA

Response Times

Priority Response Time Channels
Critical 15 minutes Phone, Email
High 1 hour Email, Ticket
Medium 4 hours Email, Ticket
Low 24 hours Email, Ticket

Support Channels

24/7 Support:

Data Durability

Storage Durability

Guarantees:

  • Block Storage: 99.999999999% (11 nines)
  • Snapshots: 99.999999999% (11 nines)
  • Backups: 99.999999999% (11 nines)

Data Protection

Multiple safeguards:

  • 3-way replication
  • Geographic redundancy
  • Regular integrity checks
  • Automatic recovery

Network SLA

Network Availability

99.99% network uptime guarantee:

  • Multiple upstream providers
  • Automatic failover
  • DDoS mitigation
  • Global connectivity

Bandwidth

Guaranteed bandwidth:

  • Allocated bandwidth available
  • No throttling
  • Consistent performance
  • Burst capacity

Incident Response

Response Process

  1. Detection: Automated monitoring
  2. Notification: Immediate alerts
  3. Investigation: Root cause analysis
  4. Mitigation: Rapid response
  5. Resolution: Fix implemented
  6. Communication: Updates provided
  7. Post-Mortem: Detailed report

Escalation

Automatic escalation:

  • 15 minutes: On-call engineer
  • 30 minutes: Senior engineer
  • 1 hour: Engineering manager
  • 2 hours: VP Engineering

Transparency

Public Status Page

Always available:

  • Current status
  • Historical uptime
  • Incident reports
  • Maintenance schedule

Monthly Reports

Provided to enterprise customers:

  • Uptime statistics
  • Performance metrics
  • Incident summary
  • SLA compliance

Measuring Uptime

Calculation Method

Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes × 100

Example:

  • Month: 43,200 minutes
  • Downtime: 5 minutes
  • Uptime: (43,200 - 5) / 43,200 × 100 = 99.988%

Downtime Definition

Downtime occurs when:

  • Resource unavailable
  • Cannot connect
  • Degraded performance (> 50% slower)
  • Data inaccessible

Continuous Improvement

Quality Commitment

DanubeData commits to:

  • Regular infrastructure upgrades
  • Proactive monitoring
  • Incident learning
  • Process improvement
  • Customer feedback

SLA Review

SLA reviewed and updated:

  • Annually
  • After major incidents
  • Based on customer feedback
  • Industry best practices

Contact

SLA Questions

Service Credit Requests

  • Email: sla@danubedata.com
  • Include all relevant details
  • Within 30 days of incident
  • Response within 7 days

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