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Service Level Agreement (SLA)
Utility Server Service Level Agreement
Effective Date: May 8, 2025 (DNS Stack Private Limited incorporation date)
Last Updated: November 6, 2025
1. Introduction
1.1 Agreement Overview
This Service Level Agreement (“SLA”) defines the service commitments DNS Stack Private Limited (operating as Utility Server) makes to its customers for SPIDER, RHINO, MARLIN, and related services. This SLA is incorporated into and governed by our Terms and Conditions.
Company: DNS Stack Private Limited
CIN: U62099UP2025PTC223463
Product Brand: Utility Server
Registered Address: 2nd Floor, Kalkat Bhawan, Punjab Innovation Mission, Gmada Aerocity, SAS Nagar, Mohali, Punjab - 140306, India
1.2 Scope
This SLA applies to:
- Paid subscription plans (excludes free tier unless otherwise stated)
- Production services (excludes beta/experimental features)
- Service availability and performance metrics
1.3 Exclusions
This SLA does NOT apply to:
- Free tier services
- Beta, preview, or experimental features
- Services suspended due to Terms violations
- Issues caused by Customer’s actions or misuse
- Force majeure events beyond our control
- Scheduled maintenance windows
2. Definitions
2.1 Key Terms
“Service Availability”: The percentage of time Services are accessible and operational during a billing period.
“Downtime”: Any period when Services are unavailable or non-functional, excluding Scheduled Maintenance and Customer-caused issues.
“Uptime”: The percentage of time Services are available and operational, calculated as: (Total Time - Downtime) / Total Time × 100%.
“Monthly Uptime Percentage”: Total uptime during a calendar month, calculated monthly.
“Service Credit”: Compensation in the form of account credits for SLA breaches.
“Critical Failure”: Complete inability to access Services or process requests.
“Degraded Performance”: Services are accessible but performing below specified thresholds.
“Scheduled Maintenance”: Pre-announced maintenance windows communicated at least 48 hours in advance (when feasible).
“Emergency Maintenance”: Unscheduled maintenance required for security or stability, with notice provided as soon as possible.
3. Service Availability Commitments
3.1 Uptime Targets by Plan Tier
| Service | Free Tier | Paid Tiers (Entry) | Paid Tiers (Premium) | Enterprise |
|---|---|---|---|---|
| SPIDER | No SLA | 99.5% | 99.9% | 99.95% |
| RHINO | No SLA | 99.5% | 99.9% | 99.95% |
| MARLIN | No SLA | 99.5% | 99.9% | 99.95% |
| Utility Client | No SLA | 99.5% | 99.9% | 99.95% |
| API Access | No SLA | 99.5% | 99.9% | 99.95% |
Entry Tiers: SPDR-TARANTULA, SPDR-ORBWVR, RHN-BISON, RHN-BUFFALO, MRLN-BARRACUDA, MRLN-MAKO
Premium Tiers: SPDR-WOLF, SPDR-GOLDNSILK, SPDR-BLKWIDOW, RHN-BEAST, RHN-TITAN, RHN-COLOSSUS, MRLN-TUNA, MRLN-SAILFISH, MRLN-GIANTMARLIN
Enterprise: Custom enterprise plans with dedicated support
3.2 Uptime Calculation
Uptime is calculated monthly:
Monthly Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) Ă— 100
Example: For a 30-day month (43,200 minutes):
- Target: 99.9% uptime
- Maximum allowed downtime: 43.2 minutes
- Actual downtime: 30 minutes
- Actual uptime: 99.93% âś“ (meets SLA)
3.3 Measurement and Monitoring
We measure availability using:
- Internal monitoring systems (primary)
- Synthetic monitoring from multiple global locations
- Health check endpoints
- Customer-reported incidents (validated)
Monitoring Frequency: Every 1 minute from multiple locations
4. Performance Commitments
4.1 Response Time Targets
| Service | Operation | Entry Tier | Premium Tier | Enterprise |
|---|---|---|---|---|
| SPIDER | Prerender Request | < 5 seconds | < 3 seconds | < 2 seconds |
| RHINO | Cache Hit | < 50ms | < 30ms | < 20ms |
| RHINO | Cache Miss | < 500ms | < 300ms | < 200ms |
| MARLIN | Image Optimization | < 500ms | < 300ms | < 200ms |
| API | Authentication | < 200ms | < 100ms | < 50ms |
| API | Cache Purge | < 1 second | < 500ms | < 250ms |
Note: Performance targets are measured at the 95th percentile (P95). This means 95% of requests should meet or beat the target.
4.2 Throughput Guarantees
Entry Tier:
- Minimum 1,000 requests per second (RPS) per customer
- Burst capacity: 2x sustained rate for up to 5 minutes
Premium Tier:
- Minimum 5,000 RPS per customer
- Burst capacity: 3x sustained rate for up to 10 minutes
Enterprise:
- Custom throughput limits based on agreement
- Dedicated capacity allocation
- Guaranteed resource reservation
4.3 Latency Targets (Global Average)
| Region | Entry Tier | Premium Tier | Enterprise |
|---|---|---|---|
| North America | < 100ms | < 50ms | < 30ms |
| Europe | < 120ms | < 60ms | < 40ms |
| Asia-Pacific | < 150ms | < 80ms | < 50ms |
| South America | < 180ms | < 100ms | < 70ms |
| Africa/Middle East | < 200ms | < 120ms | < 80ms |
Measurement: Time to first byte (TTFB) from edge servers, measured at P95.
5. Support Service Levels
5.1 Support Response Times
| Priority | Entry Tier | Premium Tier | Enterprise |
|---|---|---|---|
| Critical (Service down) | 4 hours | 1 hour | 30 minutes |
| High (Major degradation) | 8 hours | 4 hours | 2 hours |
| Medium (Feature issue) | 24 hours | 12 hours | 4 hours |
| Low (General question) | 48 hours | 24 hours | 12 hours |
Business Hours: Monday - Friday, 9 AM - 6 PM EST/EDT
Critical Issues: 24/7 response for Premium and Enterprise tiers
5.2 Support Channels
| Channel | Entry Tier | Premium Tier | Enterprise |
|---|---|---|---|
| Email Support | âś“ | âś“ | âś“ |
| Live Chat | âś“ (Business hours) | âś“ (Extended hours) | âś“ (24/7) |
| Phone Support | âś— | âś“ | âś“ (Dedicated line) |
| Slack Connect | âś— | âś— | âś“ |
| Dedicated Account Manager | âś— | âś— | âś“ |
| Priority Queue | âś— | âś“ | âś“ |
5.3 Resolution Targets
Critical Issues:
- Entry Tier: 24 hours
- Premium Tier: 8 hours
- Enterprise: 4 hours
High Priority:
- Entry Tier: 48 hours
- Premium Tier: 24 hours
- Enterprise: 12 hours
Note: Resolution targets are best-effort goals, not guaranteed timelines. Complex issues may require longer resolution times.
6. Maintenance Windows
6.1 Scheduled Maintenance
Advance Notice:
- Standard Maintenance: 48 hours notice
- Major Upgrades: 7 days notice
- Emergency Security Patches: As soon as possible
Frequency:
- Routine maintenance: Monthly
- Major updates: Quarterly
- Critical security patches: As needed
Preferred Windows:
- Weekdays: Tuesday - Thursday, 2 AM - 6 AM EST
- Weekends: Saturday, 12 AM - 4 AM EST
We strive to schedule maintenance during low-traffic periods.
6.2 Maintenance Exclusions
Scheduled maintenance periods are excluded from uptime calculations if:
- Advance notice was provided as specified
- Maintenance occurs during announced windows
- Duration does not exceed announced timeframe
Maximum Monthly Maintenance:
- Entry Tier: 4 hours
- Premium Tier: 2 hours
- Enterprise: 1 hour (or coordinated maintenance windows)
6.3 Emergency Maintenance
Emergency maintenance may occur without advance notice for:
- Critical security vulnerabilities
- System stability threats
- Data integrity risks
- Service-wide failures requiring immediate action
Emergency maintenance exceeding 1 hour is counted toward downtime.
7. Service Credits
7.1 Credit Eligibility
You are eligible for Service Credits if:
- You are on a paid subscription plan
- Monthly Uptime Percentage falls below SLA target
- You submit a valid credit request within 30 days of incident
- Your account is in good standing (no payment issues or violations)
7.2 Credit Calculation
| Monthly Uptime % | Entry Tier Credit | Premium Tier Credit | Enterprise Credit |
|---|---|---|---|
| < 99.5% but ≥ 99.0% | 10% of monthly fee | - | - |
| < 99.0% but ≥ 98.0% | 25% of monthly fee | 10% of monthly fee | - |
| < 98.0% but ≥ 95.0% | 50% of monthly fee | 25% of monthly fee | 10% of monthly fee |
| < 95.0% | 100% of monthly fee | 50% of monthly fee | 25% of monthly fee |
| < 99.9% but ≥ 99.5% | - | 10% of monthly fee | - |
| < 99.5% but ≥ 99.0% | - | 25% of monthly fee | 10% of monthly fee |
| < 99.0% | - | 100% of monthly fee | 50% of monthly fee |
| < 99.95% but ≥ 99.9% | - | - | 10% of monthly fee |
| < 99.9% but ≥ 99.5% | - | - | 25% of monthly fee |
| < 99.5% | - | - | 100% of monthly fee |
Maximum Credit: 100% of monthly service fee for the affected service
7.3 Credit Application
Service Credits:
- Are applied as account credits, not cash refunds
- Must be used within 12 months
- Cannot be transferred or exchanged for cash
- Apply only to the affected service
- Are calculated based on the monthly fee for the affected service
7.4 Requesting Credits
To request Service Credits:
- Submit a request to [email protected] within 30 days of incident
- Include:
- Account email address
- Service affected
- Date(s) and time(s) of unavailability
- Description of impact
- Evidence of downtime (if available)
- We will:
- Investigate and validate the claim
- Respond within 15 business days
- Apply credits if claim is validated
7.5 Credit Limitations
Credits are NOT provided for:
- Free tier services
- Beta or experimental features
- Downtime caused by Customer actions
- Issues outside our control (force majeure)
- Scheduled maintenance (properly noticed)
- Performance degradation not amounting to Downtime
- Downtime not reported within 30 days
Maximum Total Credits: Service Credits are capped at 100% of monthly fees paid for the affected service in the month of the incident.
8. Exclusions from SLA
8.1 Customer-Caused Issues
Downtime caused by:
- Incorrect configuration or implementation
- Exceeding usage limits or quotas
- Invalid or malformed API requests
- DDoS attacks targeting your content
- Your hosting infrastructure failures
- Failure to follow our recommendations
8.2 Third-Party Failures
Issues caused by:
- Third-party service outages
- DNS provider failures
- Origin server unavailability
- Internet routing problems
- Certificate authority issues
- Cloud provider outages (if beyond our SLA with them)
8.3 Force Majeure
Events beyond our reasonable control:
- Natural disasters (earthquakes, floods, fires)
- Wars, terrorism, or civil unrest
- Pandemics or public health emergencies
- Government actions or legal restrictions
- Strikes or labor disputes
- Major internet infrastructure failures
8.4 Announced Service Changes
- Feature deprecations announced in advance
- Service migrations with proper notice
- Upgrades requiring customer action
8.5 Free Tier and Beta Services
- All free tier services (no SLA)
- Beta, alpha, or experimental features
- Services marked “as-is” or “preview”
9. Monitoring and Reporting
9.1 Status Page
We maintain a public status page at: https://status.utility-server.com
The status page provides:
- Real-time service status
- Incident history
- Scheduled maintenance calendar
- Performance metrics
- Subscription to status updates
9.2 Incident Communication
During incidents, we will:
- Update status page every 30-60 minutes
- Send email notifications to affected customers
- Provide estimated resolution time when possible
- Post post-mortem reports for major incidents
9.3 Uptime Reporting
Monthly uptime reports are available:
- Through your account dashboard
- Via email upon request
- Historical data for past 12 months
9.4 Performance Dashboards
Premium and Enterprise tiers have access to:
- Real-time performance dashboards
- Custom alerting and notifications
- Detailed analytics and metrics
- API for programmatic access
10. Security Commitments
10.1 Security Standards
We maintain:
- Encryption: TLS 1.2+ for data in transit
- Data Centers: SOC 2 Type II certified facilities
- Compliance: GDPR, CCPA, and other applicable regulations
- Audits: Annual third-party security audits
- Penetration Testing: Quarterly external penetration tests
10.2 Incident Response
In case of security incidents:
- Detection: 24/7 security monitoring
- Response: Incident response team activated within 1 hour
- Notification: Affected customers notified within 72 hours
- Remediation: Action plan provided
- Post-Mortem: Detailed incident report
10.3 Data Protection
- Backups: Daily automated backups
- Retention: Point-in-time recovery up to 30 days
- Encryption: AES-256 encryption at rest
- Access Controls: Role-based access control (RBAC)
- Logging: Comprehensive audit logs
11. Enterprise SLA Enhancements
11.1 Custom SLA Terms
Enterprise customers may negotiate:
- Higher uptime commitments (up to 99.99%)
- Custom response time targets
- Dedicated infrastructure allocation
- Custom support arrangements
- Tailored credit structures
11.2 Dedicated Resources
- Dedicated Account Manager: Single point of contact
- Technical Account Manager: Technical guidance and architecture review
- Priority Support: Jump-the-queue access
- Dedicated Slack Channel: Direct communication
- Quarterly Business Reviews: Strategy and performance reviews
11.3 Proactive Monitoring
- Custom health checks
- Proactive alerting
- Capacity planning assistance
- Performance optimization recommendations
12. SLA Review and Amendments
12.1 Periodic Review
We review this SLA:
- Annually at minimum
- When introducing new services
- Based on customer feedback
- To align with industry standards
12.2 Amendments
Changes to this SLA:
- Will be communicated 60 days in advance for material changes
- Will be posted on our website
- Will be sent via email to account holders
- Become effective on the stated effective date
12.3 Customer Feedback
We welcome feedback on this SLA:
- Email: [email protected]
- Annual customer surveys
- Quarterly business reviews (Enterprise)
13. Dispute Resolution
13.1 Escalation Process
For SLA-related disputes:
- First Contact: Submit credit request to [email protected]
- Review: We investigate within 15 business days
- Response: Decision communicated with explanation
- Escalation: If unsatisfied, escalate to [email protected]
- Executive Review: Director of Operations reviews within 10 business days
- Final Resolution: Decision is final unless subject to formal dispute resolution
13.2 Good Faith
Both parties agree to:
- Act in good faith
- Provide complete and accurate information
- Work collaboratively to resolve disputes
- Seek mutually beneficial outcomes
13.3 Formal Dispute Resolution
If disputes cannot be resolved through escalation, they are subject to the dispute resolution procedures in our Terms and Conditions.
14. Limitations and Disclaimers
14.1 Sole Remedy
SERVICE CREDITS ARE YOUR SOLE AND EXCLUSIVE REMEDY FOR SERVICE AVAILABILITY FAILURES.
We are not liable for:
- Damages beyond Service Credits
- Lost profits or revenue
- Business interruption
- Reputation harm
- Third-party claims
14.2 Credit Cap
Total Service Credits for any month cannot exceed 100% of the monthly fee for the affected service.
14.3 No Warranty
This SLA does not constitute a warranty. Services are provided “as-is” subject to the limitations in our Terms and Conditions.
14.4 Best Efforts
While we commit to meeting SLA targets, we operate on a “best efforts” basis and cannot guarantee specific outcomes.
15. Contact Information
SLA-Related Inquiries
Email: [email protected]
Credit Requests: [email protected]
Escalations: [email protected]
Enterprise Support: [email protected]
Status Updates: https://status.utility-server.com
Documentation: https://docs.utility-server.com/sla
16. Acknowledgment
By subscribing to Utility Server paid services, you acknowledge that:
- You have read and understood this SLA
- You agree to the terms and limitations herein
- Service Credits are your exclusive remedy for SLA breaches
- You will follow the procedures for requesting credits
- You understand the exclusions and limitations
Appendix A: Uptime Calculation Examples
Example 1: Meeting SLA (Premium Tier, 99.9% target)
Month: October (31 days = 44,640 minutes)
Incidents:
- Incident 1: 15 minutes downtime
- Incident 2: 20 minutes downtime
- Scheduled maintenance: 60 minutes (excluded, properly noticed)
Calculation:
- Total downtime: 15 + 20 = 35 minutes
- Uptime: (44,640 - 35) / 44,640 = 99.92%
- Result: Meets 99.9% SLA âś“ (No credit)
Example 2: SLA Breach (Premium Tier, 99.9% target)
Month: November (30 days = 43,200 minutes)
Incidents:
- Major outage: 120 minutes
- Scheduled maintenance: 45 minutes (excluded)
Calculation:
- Total downtime: 120 minutes
- Uptime: (43,200 - 120) / 43,200 = 99.72%
- Result: Below 99.9% target
- Credit: 10% of monthly fee (per SLA table for Premium Tier < 99.9% but ≥ 99.5%)
Example 3: Multiple Service Failure (Entry Tier, 99.5% target)
Month: December (31 days = 44,640 minutes)
Incidents:
- Total downtime: 400 minutes (multiple small outages)
Calculation:
- Uptime: (44,640 - 400) / 44,640 = 99.10%
- Result: Below 99.5% target
- Credit: 25% of monthly fee (per SLA table for Entry Tier < 99.5% but ≥ 99.0%)
Last Updated: November 6, 2025
© 2024-2025 DNS Stack Private Limited. All rights reserved. Utility Server is a product of DNS Stack Private Limited.
This SLA is subject to the Terms and Conditions available at https://utility-server.com/terms