Service Level Agreement (SLA)
Last updated: January 05, 2026
1. Overview & Commitment
This Service Level Agreement ("SLA") outlines the performance guarantees for TrueDNS managed hosting. We are committed to providing industry-leading reliability for your mission-critical infrastructure.
Core Commitment
99.99% Monthly Availability
Applies to all paid Professional and Enterprise plans.
2. The Resilience Definition
2.1 Definition of Availability
"Availability" is measured by the successful resolution of your DNS records by major public recursive resolvers (e.g., Google 8.8.8.8, Cloudflare 1.1.1.1). If your records can be resolved by these global standards, the service is considered "Available."
2.2 Distributed Strength Clause
TrueDNS operates a globally distributed anycast network. The failure of a single node or even an entire region does NOT constitute downtime as long as your records remain resolvable via our remaining redundant infrastructure. Downtime exists only when the service fails globally.
3. Service Credit Structure
In the unlikely event we miss our uptime targets, we provide transparent service credits based on the severity of the outage:
| Monthly Uptime | Service Credit |
|---|---|
| 99.9% – 99.99% | 10% Credit |
| 99.0% – 99.9% | 50% Credit |
| Below 99.0% | 100% Credit |
Claim Process
To request a credit, email support@truedns.io within 30 days of the incident. Credits are applied to your account balance for future invoices.
4. Exclusions
Our SLA applies to issues within our authoritative control. The following are excluded from downtime calculations:
- Scheduled Maintenance: We provide at least 72 hours notice for any maintenance expected to impact availability.
- External Factors: ISP outages, regional internet restrictions, or third-party registrar failures.
- Customer Misconfiguration: Downtime caused by incorrect records or zone settings managed by the user.
- Free Tier: SLA credits apply exclusively to paid Professional and Enterprise accounts.
5. Proactive Monitoring
We believe in radical transparency. Our infrastructure is monitored by:
- 30+ Global Probes: Measuring latency and availability from every major continent.
- 10-Second Health Checks: Internal systems are polled every 10 seconds for instant fault detection.
Real-time system status is always public at status.truedns.io.
6. Support Response Matrix
Our engineering team is committed to rapid response times for all severity levels:
| Severity | Definition | Response Guarantee |
|---|---|---|
| Critical | Total Service Outage | < 15 Minutes |
| High | Partial Degradation / High Latency | < 1 Hour |
| Medium | Non-Critical Issues | < 4 Hours |
| Low | General Inquiries | < 24 Hours |
7. Amendments & Contact
TrueDNS reserves the right to amend this SLA. Any changes will be communicated 30 days in advance via email or the dashboard.
For any questions regarding this SLA, please contact:
support@truedns.io