DigitalOcean Kubernetes Service Level Agreement (SLA)

DigitalOcean Kubernetes (DOKS) is a managed Kubernetes service that lets you deploy Kubernetes clusters without the complexities of handling the control plane and containerized infrastructure. Clusters are compatible with standard Kubernetes toolchains and integrate natively with DigitalOcean Load Balancers and block storage volumes.


This DigitalOcean Kubernetes High Availability control plane Service Level Agreement (“SLA”) is a policy governing the use of the DigitalOcean Kubernetes High Availability and applies separately to each account using DigitalOcean Kubernetes High Availability control plane. 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.

Service Commitment

DigitalOcean Kubernetes (DOKS) 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 July 1, 2022.

Service Credits

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
less than 99.95% but greater than or equal to 99.0% 10%
less than 99.0% but greater than 95.0% 25%
less than 95% 100%

Service credits apply to both new and existing clusters with HA enabled and can be used on any cluster.

Credit Request and Payment Procedures

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.

DigitalOcean Kubernetes HA SLA Exclusions

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-Clicks

  • 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 will evaluate all information reasonably available to us and make a good faith determination of whether a Service Credit is owed.

Definitions

The terms used in this SLA document are defined as follows:

  • Monthly Uptime: For a given DOKS HA Cluster, monthly uptime is calculated by subtracting from 100% the percentage of 5-minute intervals during the monthly billing cycle in which the DOKS Cluster control plane was Unavailable. If the DOKS cluster exists 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 the DOKS HA control plane of a cluster fail for more than 5 minutes.