NS8 SLA

Last Updated: 05-18-2016

NS8 Services ("Service") covered under this Agreement:
NS8 Basic, Deluxe and Enterprise
After the Transition Period, as defined below, the Services will meet or exceed the performance objectives set forth in this Service Level Agreement (SLA).

Availability
A "Service Outage" shall mean that the Services were not available because:

  • The NS8 Server Network was unable to achieve 100% uptime for DNS resolution.
  • The Web-based user interface, zone/data transfer mechanisms, applications programming interfaces (API) or other Customer-accessible data access or manipulation software are unavailable for one or more consecutive hours in any calendar month, thereby preventing the Customer (or the Customer's applications) from being able to reasonably add, delete or modify their DNS or other directory data as committed to in the published functional specifications for such Services.

The following downtime events shall not be considered part of a Service Outage:

Unavailability of the Services due to Customer misuse, application programming, non-performance or other negligent or unlawful acts by Customer or its agents or its suppliers, problems with Customer's registrar, network unavailability outside of the NS8 Server Network or events of force majeure.

NS8, in its sole discretion, shall determine whether an event will be considered a "Service Outage" based on its records and data.

Remedies
When Customer becomes aware of a Service Outage, Customer shall open a trouble ticket with NS8 Customer Support within five (5) calendar days.

If NS8 determines in its reasonable commercial judgment that the Service Outage event lasted between One (1) and thirty (30) minutes during a twenty-four (24) hour period, NS8, upon Customer's request, will credit Customer's account for such month the pro-rated charges for one day's service for the Services.

If NS8 determines in its reasonable commercial judgment that the Service Outage event lasted between thirty-one (31) minutes and four (4) consecutive hours during any calendar month, NS8, upon Customer's request, will credit Customer's account for such month the pro-rated charges for one week's service for the Services.

If NS8 determines in its reasonable commercial judgment that the Service Outage event lasted four (4) or more consecutive hours during any calendar month, NS8, upon Customer's request, will credit Customer's account for such month the pro-rated charges for one month's service for the Services.

In order to qualify for any credit, Customer must have a current and valid subscription for the Services directly associated with NS8 Services and must have an account in good standing with NS8. NS8 will not provide any credits to customers that have purchased or acquired Services through a reseller, distributor, or indirectly through any other company. Credits will not apply to any NS8 custom services, or to charges for services other than the Monthly Fee for the Services for which this Commitment was not met. Customer's account shall not be credited more than once per month under this SLA. This is the sole and exclusive remedy if NS8 does not meet the commitments set forth in this SLA.

Transition Period Definition
The Transition Period is a period of thirty (30) days beginning on the date the Customer is deployed onto the Services, during which NS8 and Customer work to configure several variables in order to meet full operational performance parameters. During the Transition Period, the service level guarantees shall not apply.

NS8 Server Network Definition
The NS8 Server Network is defined as the current deployment "cluster" of systems (servers, hardware and associated software) that are responsible for delivering the Services. The NS8 Server Network is not defined as including Web-based user interfaces, zone/data transfer mechanisms, applications programming interfaces (API), or other Customer-accessible data access or manipulation software.

NS8 reserves the right to modify this SLA from time to time.