Service Level Agreements (SLAs)

Some of our newer "PRO" contracts come with Service Level Agreements.

In those SLAs, the mentioned Service Level Parameters "Service Availability" and "Round Trip Time" refer to this page.

Currently we use dnsperf.com as external partner.

With the help of a global fleet of probes, they do the monitoring and subsequently the calculation of those Parameters for us.

Those two Parameters / KPIs are regularly updated and published on their website.

Internet connectivity to and from mainland China is not as stable and robust as other Internet backbone connections.

Connections to mainland China are often congested, and the Great Firewall of China can cause additional problems.

We therefore reserve us the right to exclude measurement points in China.

Service Availability

This is the most important parameter since it reflects the chance of getting an immediate answer at this loction.

The parameter "Service Availability" is called "Uptime" on dnsperf.com.
If an answer to an DNS query is received within 1 second, the location is marked as working.
A location is marked as down only if all provided name servers are not responding in time.

It is calculated globally over the last 30 days.

Round Trip Time

This is the second most important parameter since it reflects how long it takes for an answer.

The parameter "Round Trip Time" is called "Query Time" on dnsperf.com.
It shows how long it would take for a normal user’s device to receive an answer at a given location.

It is measured every second against all of our nodes.
It is calculated gobally over the last 30 days.