Last updated: 24 March 2026
Service Level Agreement
This Service Level Agreement (SLA) applies to customers on the Enterprise plan of DNS by Echo Reply. It defines the uptime commitment, measurement methodology, service credits, and support response times that govern the service.
This SLA is incorporated into and subject to our Terms of Service. In the event of a conflict, this SLA takes precedence for matters related to service availability and credits.
1. Uptime commitment
Echo Reply commits to 99.9% monthly uptime for DNS query resolution on the Enterprise plan. Uptime is defined as the ability of our authoritative nameservers to respond to valid DNS queries for your configured zones.
Measurement methodology — Uptime is calculated as a percentage of total minutes in a calendar month:
Uptime % = ((Total minutes − Downtime minutes) / Total minutes) × 100
Downtime is measured from the moment our monitoring systems detect a failure in DNS query resolution until the moment service is restored. We use independent, geographically distributed monitoring probes to measure availability continuously.
A month with 43,200 minutes (30 days) and a 99.9% commitment allows for a maximum of 43.2 minutes of unplanned downtime.
2. Exclusions
The following are not counted as downtime for the purposes of this SLA:
- Scheduled maintenance — Planned maintenance windows communicated via email or our status page at least 72 hours in advance. Maintenance is scheduled during low-traffic periods and typically does not exceed 60 minutes per occurrence
- Force majeure — Events beyond our reasonable control, including natural disasters, war, terrorism, government actions, pandemics, widespread internet outages, or failures of upstream infrastructure providers
- Customer-caused issues — Downtime resulting from your DNS configurations, exceeding documented rate limits, or misuse of the service in violation of our Acceptable Use Policy
- Third-party failures — Outages caused by domain registries, upstream network providers, or DNS resolvers outside our infrastructure
- Beta or preview features — Any feature explicitly marked as beta, preview, or experimental is not covered by this SLA
3. Service credits
If we fail to meet the 99.9% uptime commitment in a given calendar month, Enterprise customers are eligible for service credits applied to future invoices:
| Monthly uptime | Credit (% of monthly fee) |
|---|---|
| 99.0% – 99.9% | 10% |
| 95.0% – 99.0% | 25% |
| Below 95.0% | 50% |
Claiming credits — To request a service credit, contact support@echo-reply.net within 30 days of the affected month. Include your account identifier and the dates and times of the incidents. We will verify the claim against our monitoring data and apply eligible credits within one billing cycle.
Credit cap — Service credits for any single calendar month shall not exceed 50% of your monthly fee for the affected service. Credits are not transferable, cannot be redeemed for cash, and do not carry over beyond 12 months.
Service credits are your sole and exclusive remedy for any failure to meet the uptime commitment, subject to the limitations in our Terms of Service.
4. Incident communication
When a service disruption occurs, we follow a structured communication process to keep you informed:
- Status page — Real-time updates are posted to our public status page. We recommend subscribing to notifications for immediate alerts
- Initial notification — Within 15 minutes of detecting an incident, we publish an initial status update describing the impact and scope
- Ongoing updates — During an active incident, we provide updates at least every 30 minutes until the issue is resolved
- Resolution notice — Once service is restored, we confirm resolution and summarise the impact
- Post-incident report — For incidents exceeding 15 minutes of downtime, we publish a post-incident report within 5 business days. The report includes a timeline, root cause analysis, impact assessment, and preventive measures
Escalation — Enterprise customers may escalate unresolved incidents by contacting their designated account manager or emailing escalations@echo-reply.net.
5. Support response times
Support response times vary by plan and incident severity. The targets below represent the maximum time to first meaningful response:
| Severity | Definition | Free | Pro | Enterprise |
|---|---|---|---|---|
| P1 — Critical | Complete service outage or data loss | Best effort | 4 hours | 30 minutes |
| P2 — High | Major feature unavailable, no workaround | Best effort | 8 hours | 1 hour |
| P3 — Medium | Feature impaired, workaround available | Best effort | 1 business day | 4 hours |
| P4 — Low | General question or minor issue | Best effort | 2 business days | 1 business day |
Enterprise P1 and P2 response times apply 24/7, including weekends and holidays. P3 and P4 response times are measured during business hours (Monday–Friday, 09:00–17:00 CET, excluding Danish public holidays).
Response times represent the target for an initial meaningful response, not resolution. Resolution times depend on the complexity and nature of the issue.
6. Changes to this SLA
We may update this SLA from time to time. Material changes will be communicated via email at least 30 days before they take effect. Changes will not retroactively reduce the commitments for your current billing period.
For questions about this SLA, contact us at legal@echo-reply.net.