DigitalOcean Droplets are Linux-based virtual machines (VMs) that run on top of virtualized hardware. Each Droplet you create is a new server you can use, either standalone or as part of a larger, cloud-based infrastructure.
This DigitalOcean Service Level Agreement (“SLA”) is a policy governing the use of the DigitalOcean Droplet service and applies separately to each account using the Droplet. In the event of a conflict between the terms of this SLA and the terms of the DigitalOcean Customer Agreement or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict.
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 |
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.