DNS Made Easy / Tiggee Service Level Agreement
Our Service Level Agreements commit DNS Made Easy (Tiggee LLC) to delivering a specified quality of service, including network and service quality. Network latency is monitored by pinging the routers at our service provider’s core nodes, and measured periodically. The full details of the DNS Made Easy Service Level Agreement can be found in the DNS Made Easy Terms and Conditions. Our customers are encouraged to review the entire document prior to purchasing any DNS Made Easy Products and services.
	Network Service Availability DNS Made Easy provides 100% network service availability to its customers. DNS Made Easy network service availability is defined as percentage of network up time, averaged over core nodes in a calendar month. Network service availability is calculated as follows: (Hours in month - Outage Hours in month) / Hours in month x 100% The service will be considered unavailable in the event of any unscheduled service outage on the DNS Made Easy network due to transmission or equipment failure. DNS Made Easy will provide 72 hours advanced notice prior to conducting any scheduled maintenance. Network service availability excludes: Planned service outages or routine maintenance. An interruption during any period when the Customer elects not to release the Service for testing or repair and continues to use the Service on an impaired basis. Interruptions during any period when the Customer has not released the Service to DNS Made Easy for maintenance or for the implementation of a Customer Service Order. Interruptions due to failure of power, equipment or Customer access circuit provided by Customer or other third parties. Interruptions caused by the negligence (including the provision of inaccurate information) of the Customer. Interruptions not reported to DNS Made Easy. Interruptions occurring prior to Service Date. Interruptions due to any Force Majeure event.
	Packet Delivery Packet Delivery is defined as the percentage of packets that are successfully transported between the ingress and egress port as recorded at each core node in a calendar month. Packet Delivery is measured every five (5) minute interval and averaged on monthly basis per region for each class of service. DNS Made Easy guarantees packet loss of not more than 1% during any given calendar month. Monthly reports are available upon customer request. Network Latency Network Latency is defined as the average round-trip delay between the ingress and egress router port at core nodes. DNS Made Easy monitors the round trip network latency between core nodes using 64-byte ICMP Ping messages every five (5) minute interval. The measurements are recorded and the results are averaged on a monthly basis. The network latency standard is as follows: Average latency within the European backbone will not exceed 65ms Average latency within the North American backbone will not exceed 65ms Average latency between North America and Europe will not exceed 120ms Average latency between North America and Asia will not exceed 250ms Service Install Lead Time DNS Made Easy guarantees the service will be installed within 10 business days ARO (After Receive Order). Where transmission facilities are required and being provided by DNS Made Easy, lead times will be subject to standard delivery intervals provided by the underlying access provider. Service Outage Credits Service Outage Credit will be granted to Customer if the outage is caused by DNS Made Easy’s data carriers backbone network failure. Service Outage Credit will be granted for cumulative service outage incidents in a month that are verifiable and confirmed by DNS Made Easy.