DigitalOcean Global Load Balancers SLA

DigitalOcean Global Load Balancer is a fully-managed Global Load Balancer that allows customers to build highly available applications by distributing traffic across regional DigitalOcean resources with optional CDN Caching to further improve performance.

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

Service Commitment

DigitalOcean will use commercially reasonable efforts to provide a Monthly Uptime Percentage of 99.99% for Global Load Balancer resources. If a Global Load Balancer resource exists for only part of the month, the Monthly Uptime Percentage is calculated over the portion of the month during which it existed. Monthly Uptime Percentage measurements exclude unavailability resulting directly or indirectly from any SLA Exclusions as defined below

Service Credits

If a specific Global Load Balancer resource fails to meet the Monthly Uptime Percentage during a billing cycle (each an “Unavailability Incident”, as defined below), your sole and exclusive remedy, and DigitalOcean’s entire liability, shall be the issuance of Service Credits in accordance with the following:

“Service Credit” is a dollar amount credit calculated as set forth below and as a percentage of the total charges paid or payable by you (excluding one-time payments) for the relevant month for that specific Global Load Balancer resource.

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

Definitions

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

• Unavailability is defined as any period of five (5) consecutive minutes or more during which an active Global Load Balancer resource has no external connectivity and cannot serve external traffic.

Exclusions

Unavailability caused by the following events (“SLA Exclusions”) will not be considered when calculating the Monthly Uptime Percentage

• Scheduled maintenance or customer-initiated downtime.

• 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

You must notify DigitalOcean in writing within 24 hours from the time of Downtime, and failure to provide such notice will forfeit the right to receive Service Credits. To receive a Service Credit, you must submit a claim to DigitalOcean by contacting Support, no later than the end of the second billing cycle after which the failure allegedly occurred, which claim shall include (i) user and identify of the affected Global Load Balancer resource (ii) dates and times of each claimed Unavailability Incident; and (iii) request logs that document the claimed outage and any other available supporting evidence of the Monthly Uptime Percentage. If the Monthly Uptime Percentage is confirmed by DigitalOcean’s good faith determination and is less than 99.9%, DigitalOcean will issue a Service Credit to you within one billing cycle following the month in which the request is confirmed. All Monthly Uptime Percentages and applicable Service Credits are calculated by DigitalOcean, in its sole discretion. Service Credits will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits apply only to charges incurred for the specific Global Load Balancer resource affected and are credited towards future invoices. The Service Credits may not be transferred or exchanged for cash or other forms of payment.