Service Level Agreement

Service Availability

Nebula DNS is committed to providing enterprise-grade DNS security with exceptional uptime.

Measurement

Uptime is measured as the percentage of time our DNS resolution service is available and responsive across all geographic regions over a calendar month. Measurements are taken from multiple monitoring locations worldwide every 60 seconds.

Exclusions

The following events are excluded from SLA calculations:

• •Scheduled maintenance windows (announced at least 48 hours in advance)
• •Issues caused by customer configuration or third-party services
• •Distributed Denial of Service (DDoS) attacks targeting customer infrastructure
• •Force majeure events beyond our reasonable control
• •Customer's internet connection or ISP-related issues

Service Credits

If we fail to meet our 99.99% uptime commitment, you may be eligible for service credits applied to your next billing cycle:

Requesting Service Credits

To request a service credit, you must:

1. Submit a support ticket within 30 days of the incident
2. Provide the date and time of the outage (with time zone)
3. Include relevant error messages or logs if available

We will review your request and respond within 5 business days. Approved credits will be applied to your next invoice.

Support Response Times

Response times vary by plan and issue severity:

Scheduled Maintenance

We perform routine maintenance to keep our infrastructure secure and performant. Scheduled maintenance:

• •Is announced at least 48 hours in advance via email and status page
• •Typically occurs during low-traffic windows (weekends, late nights UTC)
• •Is limited to 4 hours per maintenance window
• •Does not count against SLA uptime calculations

Enterprise customers may request custom maintenance windows to align with their business hours.