DigitalOcean provides Service Level Agreements (SLAs) for several of its products, including Droplets, Volumes Block Storage, and Kubernetes Control Plane. SLAs display our commitment to deliver a high level of availability for customers. This article defines our agreements for each product for which we have an SLA.
These SLAs are the policies governing the use of the DigitalOcean services and they apply separately to each account using the services. In the event of a conflict between the terms of an SLA and the terms of the DigitalOcean Customer Agreement, or any other agreement with us governing your use of our services (the “Agreement”), the terms and conditions of the service’s respective SLA apply, but only to the extent of such conflict.
See the Credit Request and Payment Procedures section for information about how to request service credits for SLA violations.
The DigitalOcean Droplet service provides a 99.99% uptime SLA per month.
Service Credits are calculated as a percentage of the charges paid by you for the Droplet(s) that did not meet the Monthly Uptime Percentage commitment in a billing cycle in accordance with the table below.
| Monthly Uptime | Service Credit |
|---|---|
| less than 99.99% | 100% of lost time at the hourly rate incurred |
The DigitalOcean Volumes Block Storage service provides 99.99% uptime SLA per month.
Service Credits are calculated as a percentage of the charges paid by you for the volumes that did not meet the Monthly Uptime Percentage commitment in a billing cycle in accordance with the schedule below.
| Monthly Uptime | Service Credit |
|---|---|
| less than 99.99% | 100% of lost time at the hourly rate incurred |
The DigitalOcean Kubernetes (DOKS) service provides 99.95% uptime SLA per month for the control plane when high availability (HA) is enabled for such clusters. The SLA is effective on the billing period starting 1 July 2022.
Service Credits are calculated as a percentage of the charges paid by you for the DOKS High Availability cluster(s) that did not meet the Monthly Uptime Percentage commitment in a billing cycle in accordance with the schedule below.
| Monthly Uptime | Service Credit |
|---|---|
| greater than or equal to 99.0% | 10% |
| between 99.0% and 95.0% | 25% |
| less than or equal to 95% | 100% |
Service credits apply to both new and existing clusters with HA enabled and can be used on any cluster.
The SLA applies only to the control plane with HA enabled. It does not apply to the worker nodes (which are covered by the Droplets SLA) and any of the following:
Issues caused by situations outside the control of DigitalOcean Kubernetes, such as large-scale internet outages, datacenter outages and natural disasters
Issues on other products like DOKS managed load balancers, storage, 3rd-party software, or vendor-related 1-Click Apps
Issues related to service or account restrictions, including but not limited to a customer’s use of the services in violation of the Agreement
Downtime during maintenance windows, user-initiated downtime, or automated upgrades
We evaluate all information reasonably available to us and make a good faith determination of whether a Service Credit is owed.
The DigitalOcean Marketplace provides 99.0% uptime SLA per month for the Marketplace catalog and the Marketplace vendor portal.
The DigitalOcean Marketplace also provides an SLA for vendor support responses. If you are a vendor and file a support ticket in response to a problem with the DigitalOcean Marketplace, we assure:
A first response to a ticket within one business day 90% of the time per SLA period of one month.
Ticket resolution within three business days 90% of the time per SLA period of one month.
We do not currently provide credits in response to Marketplace service portal downtime.
While we do not provide any SLAs related to security, we maintain several security certifications, including AICPA SOC 2 Type II and SOC 3 Type II certifications. For more information about how DigitalOcean takes steps to secure your data, see our Trust platform’s FAQ.
You can request for a service credit by contacting Support. To be eligible, the credit request should be received by us within three (3) months of the end of the billing cycle when the issue occurred.
Once we validate and confirm the claim request, your account is credited with service credits in the billing cycle following when you filed the claim.
The terms used in this SLA document are defined as follows:
Monthly Uptime: For a given service, monthly uptime is calculated by subtracting from 100% the percentage of 5-minute intervals during the monthly billing cycle in which the service was unavailable. If your resources exist for only part of the month, availability is calculated over the portion of the month during which it existed. Monthly uptime measurements exclude unavailability resulting directly or indirectly from any SLA exclusion.
Service Credit: Credit in terms of $USD issued to the associated DigitalOcean account.
Unavailability: All the requests to a resource fail for more than 5 minutes.