Service Level Agreement (SLA)
Last updated: December 30, 2025
1. Overview
This Service Level Agreement ("SLA") describes the service commitments for TrueDNS managed DNS hosting services. This SLA applies to all paid plans.
Summary
- Uptime Commitment: 99.99% monthly availability
2. Authoritative DNS Availability
2.1 Definition
Availability is defined as the ability for domains hosted on TrueDNS to be successfully resolved by major public recursive DNS resolvers.
TrueDNS guarantees that its Authoritative DNS service will be available at least 99.99% of the time in any calendar month. Availability is measured by successful resolution of DNS records by major public recursive DNS resolvers (such as Google Public DNS, Cloudflare DNS, and others).
Because TrueDNS operates a globally distributed network of nameservers, the failure of any individual nameserver does not constitute service downtime. Downtime only occurs when domains cannot be resolved through standard recursive resolution.
2.2 Commitment by Plan
| Plan | Monthly Availability | Max Downtime |
|---|---|---|
| Pro | 99.99% | 4.4 min/month |
| Business | 99.99% | 4.4 min/month |
| Enterprise | 99.99% | 4.4 min/month |
3. Service Credits
If we fail to meet the uptime commitment for your plan, you are entitled to service credits:
| Monthly Uptime | Credit (% of Monthly Fee) |
|---|---|
| 99.9% – 99.99% | 10% |
| 99.0% – 99.9% | 50% |
| Below 99.0% | 100% |
3.1 Credit Request Process
- Submit a credit request to support@truedns.io within 30 days of the incident
- Include your account email and affected domain(s)
- Credits are applied to your account balance and will offset future invoices; no cash refunds are provided
- Maximum credit per month: 100% of that month's fees
4. Exclusions
The following do not count as SLA downtime:
4.1 Infrastructure Events
- Single Nameserver Failures: Individual nameserver outages that do not prevent resolution through other nameservers
- Partial Regional Reachability: Network issues affecting specific geographic regions while other regions remain operational
- Scheduled Maintenance: Announced at least 72 hours in advance
4.2 Third-Party Issues
- Recursive Resolver Issues: Problems specific to individual third-party recursive DNS resolvers
- DNS Cache Inconsistencies: Temporary caching delays inherent to DNS protocol operation
- Network Issues: Internet routing problems, ISP outages, or connectivity issues outside our authoritative infrastructure
- Domain Registrar Problems: Issues with domain registration or delegation at the registrar level
4.3 Other Exclusions
- Customer Actions: Misconfiguration of DNS records by the customer
- Force Majeure: Natural disasters, war, or government actions
- DDoS Attacks: Distributed denial-of-service attacks that exceed our mitigation capacity
- Free Plans: SLA credits do not apply to free tier users
5. Monitoring
We monitor our services using:
- Multi-region external monitoring from 30+ global locations
- Internal health checks every 10 seconds
- Real-time alerting and incident response
Current system status is available at: status.truedns.io
6. Support Response Times
| Priority | Description | Response Time |
|---|---|---|
| Critical | Complete service outage | <15 minutes |
| High | Partial outage or degradation | <1 hour |
| Medium | Non-critical issue | <4 hours |
| Low | General inquiry | <24 hours |
7. SLA Modifications
We may update this SLA with 30 days notice. Changes do not affect credits already earned.
8. Contact
TrueDNS Support
Email: support@truedns.io
Status: status.truedns.io