DigitalOcean CPU Droplet SLA

DigitalOcean Droplets are virtual machines (VMs) that run on top of virtualized hardware. This means that each Droplet you create is a new server you can use, either standalone or as part of a larger, cloud-based infrastructure.

This DigitalOcean Service Level Agreement (“SLA”) governs your use of DigitalOcean Droplets and applies separately to each Droplet you use. In case of conflict between this SLA and the terms of the DigitalOcean Customer Agreement or any other governing agreement, the terms of this SLA will prevail, but only to the extent of the conflict.

Service Commitment

DigitalOcean commits to a Monthly Uptime Percentage of 99.99% for each individual Droplet instance. This is an instance-level SLA, meaning the uptime percentage applies to the availability of each Droplet you provision, considered independently.

Service Credits

If DigitalOcean fails to meet the Monthly Uptime Percentage during a billing cycle, you are eligible for Service Credits as outlined below:

Service Credits apply only to charges incurred for the specific Droplet resources affected and are credited towards future invoices.

Definitions

• Monthly Uptime Percentage: The percentage of time a droplet resource is available during a monthly billing cycle, calculated as: (Total minutes in the month - Minutes of Unavailability) / Total minutes in the month.

• Unavailability:

  • Loss of connectivity to the droplet or DOKS worker node over its public, reserved or private IP due to the failure of DigitalOcean infrastructure.
  • Loss of read / write access to droplet’s root disk due to the failure of DigitalOcean infrastructure.

Exclusions

This SLA does not cover Unavailability caused by:

• Scheduled maintenance or customer-initiated downtime.
• This SLA does not cover the DOKS Control Plane Cluster. They are covered separately by DOKS SLA.
• This SLA does not cover DBaaS clusters. They are covered separately by DBaaS SLA.
• Factors beyond DigitalOcean’s reasonable control (force majeure events, third-party outages, customer equipment or network issues).
• Customer account restrictions, misuse, or violation of the DigitalOcean Customer Agreement.
• Issues arising from customer application code or configuration errors.

Requesting Service Credits:

To request a Service Credit, contact DigitalOcean at success@digitalocean.com within two (2) billing cycles of the month when the downtime occurred. Include the email address associated with your account, affected Droplet resource details, and outage dates/times.

Upon verification, DigitalOcean will issue applicable Service Credits within one billing cycle. Credits are applicable only toward future Droplet charges and are non-refundable.