This DigitalOcean Service Level Agreement (“SLA”) is a policy governing the use of the DigitalOcean Marketplace service and applies separately to each account using the Marketplace. 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 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.
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.