Question

What is your SLA?

  • Posted July 2, 2012
Subscribe
Share

Hello DigitalOcean Team,

Could you please detail your SLA for Data, and disaster recovery solution.

Thank you


Submit an answer
You can type!ref in this text area to quickly search our full set of tutorials, documentation & marketplace offerings and insert the link!

These answers are provided by our Community. If you find them useful, show some love by clicking the heart. If you run into issues leave a comment, or add your own answer to help others.

Did DO supply the requested SLA? If they did, please list the link to access it.

Hello,

DigitalOcean provides a 99.99% uptime SLA for both Droplets and block storage. We refund lost time back to your account at the hourly rate incurred.

You can find the information here:

https://www.digitalocean.com/docs/platform/droplet-policies/#droplet-service-level-agreement-sla

Hope that this helps! Regards, Alex

+1 SLA,

We need this now as we have a corperate client hosted with your service. If we don’t get the SLA we can’t host here. SLA or no business.

Rackspace SLA examples. https://www.rackspace.com/information/legal/cloud/sla https://www.rackspace.com/en-us/information/legal/cloud/serverssla

Droplet is down for 12 hours. Still down. And only 1 answer from support! And no action!!!

Hi, I’m also interested in more details of your Service Level Agreement (SLA) contract and your disaster recovery solution. Thank you

+1 for proper SLA. Please let us know.

Hi DigitalOcean, please do write down your SLA just like Amazon EC2 does: https://aws.amazon.com/ec2/sla/. Comments in a thread like this is not approved as reference.

620 hours, @companiesnewsletters? Are you sure about that?

Hi Kamal Nasser, <br> <br>Before 10 hours, I could not login and assumed that firewall blocked my ip, which it does like charm reglarly. Hence, it did not occur to me that kernel could be the culprit. <br> <br>Today, I found that my droplet in Singapore did not respond to powercycle, i.e. it did not respond to “hardware reset”. From console access, I found that kernel was hanging and became non-responsive. <br> <br>The matter was placed to DigitalOcean support and a ticket opened with with a “click on critical”. <br> <br>The support staff reacted with lightening speed diving into the problem. They found a problem with hypervisor and began to investigate the problem, if it was only my droplet or some others affected. <br> <br>There it goes. They immediately brought my droplet online. <br> <br>I wrote that DigitalOcean must accept a “self-penalty” and give a credit of ten times the hours of downtime, which means hundred hours. <br> <br>The support staf rejected my request and pointed out that if they identified any mistake on side of DigitalOcean then the MONTHLY CHARGE FOR 620 HOURS IN FULL SHALL BE IMMEDIATELY CREDITED! In the answer, they brought to my notice the SLA in effect and showed me a link of this page. <br> <br>I was not aware of any SLA or this page and had requested to credit 100 hours. But they denied and credited 620 hours!!! I received the credit note of the monthly chanrge in full immediately. <br> <br>My friends, I am still speechless and do not know what more to say beyond thanks … <br> <br> <br> <br> <br> <br>

*Edit - I meant down for more than 8h 46m, the 99.9% uptime guarantee.