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What kind of network uptime guarantees or Service Level Agreements (SLA) do you provide?

Total Uptime offers a 100% network uptime for all customers for all of our solutions. That means we promise it will always be available. Period.

Many challengers will state that since 100% uptime is impossible to achieve, it is foolish to make such a promise, but we strongly disagree. If we only set out to achieve 99.9% uptime (which is the most common guarantee in the industry) we would be content with over 43 minutes of downtime per month. That amount of downtime is completely unacceptable, especially for mission critical online businesses. Because the services we provide are so critical to the success of our customers, we designed them for 100% uptime with incredible levels of multi-datacenter, geographically dispersed redundancy, which make 100% quite attainable for us.

Be sure to do comparisons with other cloud providers, and unlike many of them you will clearly see that ours is genuine and not marketing hype. We mean what we say and back it up with real guarantees. The best cloud service providers offer uptime guarantees to their customers but not all of them have the ability to live up to them. Some back the guarantee with real credits or refunds, but many do not. At Total Uptime, if you have a 5 minute outage, we give you a 1 week pro-rata credit. And it doesn’t have to be one outage of 5 consecutive minutes either. It could be made up of five separate 1 minute outages during a calendar month.  If an outage lasts more than 4 hours, which we would consider a “prolonged outage”, we’ll credit the entire month. No questions asked. We obviously screwed up.

Here are some interesting statistics regarding uptime percentages and the real amount of downtime per month:

99.5% uptime = 216 minutes of downtime in a month
99.8% uptime = 86.4 minutes of downtime in a month
99.9% uptime = 43.2 minutes of downtime in a month
99.99% uptime = 4.32 minutes of downtime in a month
99.999% uptime = 0.432 minutes (26 seconds) in a month

Please contact us for a current copy of the Service Level Agreement. We’re frequently updating it with improvements, so this will ensure you have the most recent copy available for your review, plus it is slightly different for Cloud DNS vs. Networking (Cloud Load Balancing, Web Application Firewall etc.) offerings based on our always-improving global architecture.

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