Service Level Agreement (SLA)
DanubeData's commitment to service availability and performance standards. Learn about uptime guarantees, support response times, and service credits.
1. SLA Overview
This Service Level Agreement ("SLA") describes the uptime and performance commitments DanubeData makes to its customers. This SLA applies to all paid services unless otherwise specified.
2. Service Availability Commitment
2.1 Uptime Guarantee
We guarantee the following uptime levels for our services:
| Service | Monthly Uptime | Max Downtime/Month |
|---|---|---|
| VPS Instances | 99.9% | 43.2 minutes |
| Cache Services | 99.9% | 43.2 minutes |
| Database Services | 99.95% | 21.6 minutes |
| Control Panel | 99.5% | 3.6 hours |
2.2 Definition of Downtime
"Downtime" is defined as a period when your service is unavailable due to infrastructure failures within our control. Downtime does not include:
- Scheduled maintenance (with advance notice)
- Issues caused by your application or configuration
- Network issues outside our data centers
- Force majeure events (natural disasters, war, etc.)
- Issues caused by third-party services
- Denial of Service (DoS/DDoS) attacks
3. Service Credits
3.1 Credit Calculation
If we fail to meet our uptime guarantee, you may be eligible for service credits:
| Monthly Uptime Achieved | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly charges |
| 95.0% - 98.9% | 25% of monthly charges |
| < 95.0% | 50% of monthly charges |
3.2 Claiming Credits
To claim service credits, you must:
- Submit a claim within 30 days of the incident
- Provide detailed information about the downtime experienced
- Have attempted to contact support during the incident
- Be current on all payments
Credits are applied to future invoices and are not refundable. Maximum credit per month is 50% of monthly charges.
4. Support Response Times
4.1 Support Tiers
| Priority | Description | Response Time |
|---|---|---|
| Critical | Service completely down | < 1 hour |
| High | Major functionality impaired | < 4 hours |
| Medium | Minor functionality affected | < 12 hours |
| Low | General inquiries | < 24 hours |
5. Maintenance Windows
5.1 Scheduled Maintenance
- Announced at least 7 days in advance
- Typically performed during low-traffic periods
- Expected duration communicated upfront
- Does not count against uptime guarantee
5.2 Emergency Maintenance
- Performed when necessary for security or stability
- Announced as soon as possible
- Minimized in duration and frequency
6. Performance Standards
6.1 Network Performance
- Network latency: < 10ms within data center
- Network throughput: 10 Gbps per node
- Network packet loss: < 0.1%
6.2 Storage Performance
- SSD storage with high IOPS
- Data durability: 99.999999999% (11 9's)
- Backup retention: 30 days
7. Monitoring and Reporting
We provide:
- Real-time status dashboard at status.danubedata.ro
- Email notifications for incidents
- Monthly uptime reports
- Performance metrics in your dashboard
8. Limitations
This SLA is limited to:
- Service credits as specified; no cash refunds
- Infrastructure issues within our control
- Excludes consequential or indirect damages
9. SLA Modifications
We may modify this SLA with 30 days advance notice. Continued use of services constitutes acceptance of modifications.
10. Contact
For SLA-related questions or to file a credit claim:
Email: sla@danubedata.ro
Support: Contact Form
Questions about this policy?
If you have any questions or concerns, please contact our legal team.
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