Service Level Agreement

Last updated 19 September 2026

100% monthly availability commitment for KumoDNS authoritative DNS hosting

1. Purpose and contractual status

This Service Level Agreement ("SLA") states KumoDNS's availability commitment and the service credits available for an eligible failure. It forms part of the agreement governing the customer's KumoDNS service. The availability commitment in section 3 applies to every plan, including the Free plan; the service credits in section 8 are available on paid plans only. Capitalised terms not defined here have the meanings in the applicable Order or Terms of Service ("Terms").

If documents conflict, an Order expressly identifying a provision it overrides prevails, followed by this SLA for availability and service credits, then the Terms. Mandatory rights under applicable law are not excluded or restricted.

2. Covered Service

"Covered Service" means the production authoritative DNS resolution service for a hosted zone on any KumoDNS plan, including the Free plan, that is active, correctly configured and delegated to every KumoDNS authoritative nameserver assigned to that zone. THIS SLA COVERS AUTHORITATIVE DNS RESOLUTION AND NOTHING ELSE. It does not include the KumoDNS website, the control panel, the API, support response times, domain registration, registry or registrar services, DNS propagation, recursive resolvers, or any beta or trial service. THE AVAILABILITY COMMITMENT IN SECTION 3 APPLIES TO EVERY PLAN, INCLUDING THE FREE PLAN. SERVICE CREDITS UNDER SECTION 8 ARE AVAILABLE ONLY ON PAID PLANS. A service credit is a percentage of the monthly recurring fee for the affected service, and a Free plan has no such fee, so a Free-plan zone is held to the same commitment and measured the same way but no monetary remedy arises from it. Read with section 6, under which a service credit is the customer's sole contractual monetary remedy for failure to meet this SLA, that is the whole of the position for a Free-plan zone. An outage of the KumoDNS website or control panel is not a claimable failure under this SLA, however inconvenient, for as long as the customer's domain remains in an active status at its registry and continues to resolve. Neither the website nor the control panel answers DNS queries, so a customer's domains keep resolving while either is unavailable, and nothing a visitor to that domain does is affected. A domain that is not resolving because it has expired, been suspended, been placed on hold or had its delegation changed at the registry or registrar is likewise not a claimable failure: those are the customer's responsibility under section 4 of the Terms, and no configuration on KumoDNS's nameservers can answer for a domain the registry is no longer delegating.

This SLA applies automatically to every hosted zone on every KumoDNS plan, including the Free plan, for as long as that plan is active and, where it is a paid plan, paid for. No separate order, agreement or request is needed to bring it into effect. The 100.000% availability commitment is identical on every plan and is measured identically on every plan; what differs is the remedy, and only the remedy. The service credit in section 8 is available to customers on a paid plan only. Where an Order states different or additional service levels, that Order prevails for the service it names. Separate zones are assessed separately.

3. 100% Monthly Availability Commitment

This commitment is a contractual service level with the tiered credit remedy below. It is not a representation that failures can never occur, and it must not be advertised without the scope, measurement rules, exclusions and remedy being reasonably accessible.

4. Measurement

Monthly Availability

Monthly Availability = ((Total Minutes − Unavailable Minutes) ÷ Total Minutes) × 100. Total Minutes are the minutes in the calendar month during which the customer was entitled to use the Covered Service, less Excluded Minutes.

Unavailable Minute

An "Unavailable Minute" is a one-minute interval in which ALL of the KumoDNS authoritative nameservers assigned to the affected zone — presently ns01.kumodns.com, ns02.kumodns.com, ns03.kumodns.com and ns04.kumodns.com — fail to return a valid DNS response to a properly formed query for that zone from at least two independent monitoring locations. If any one of those nameservers answers, the zone is available and the minute does not count, because a resolver that cannot reach one nameserver will use another. A response code that is correct for the zone configuration, including NXDOMAIN or NODATA where appropriate, is a valid response.

Monitoring evidence

KumoDNS operates an external monitoring system that queries its authoritative nameservers from outside its own network, in addition to its internal service-side monitoring, and cross-checks every claim against both. Together with KumoDNS's authoritative server logs and incident records, these are the measurement sources. KumoDNS will consider credible customer evidence and will investigate material discrepancies between that evidence and its own records in good faith. Where KumoDNS's monitoring shows the nameservers answering throughout a claimed interval, that interval is not an Unavailable Minute unless the customer's evidence shows otherwise and KumoDNS is unable to reconcile the difference. Measurement uses Singapore Time (UTC+8), and percentages are calculated to three decimal places without rounding up.

Excluded Minutes

Minutes attributable solely to an event in section 7 are removed from both Total Minutes and Unavailable Minutes. Overlapping failures are counted once. An interval affecting only one monitoring location or only some assigned nameservers is not unavailable if the zone remains authoritatively answerable through the remaining assigned infrastructure.

5. Tiered service credits

If Monthly Availability falls below 100.000%, a customer on a paid plan may claim the corresponding percentage of the monthly recurring fee ("MRF") paid or payable for the affected Covered Service for that month. A Free-plan zone is measured against the same commitment, but no MRF is paid or payable for it and no service credit arises:

MRF excludes taxes, usage and overage charges, one-time or setup fees, support fees, domain or certificate fees, discounts attributable to other services, and third-party charges. For an annual or other prepaid term, MRF is the recurring charge allocated pro rata to one month for the affected Covered Service.

6. Credit cap and application

The maximum aggregate service credit for any single incident, claim, calendar month, or group of related claims is 300% of the affected MRF—equivalent to three months of that fee. Credits cannot be combined to exceed this cap, even if several zones, incidents or SLA provisions are affected, unless an Order expressly provides a higher cap.

• Credits are calculated only for the affected Covered Service and are applied to future invoices after approval. They are not cash, cannot be transferred, and do not earn interest. If the account closes without customer breach before a credit can reasonably be used, KumoDNS may issue an equivalent refund at its option or where required by law.
• Subject to mandatory law, a service credit is the customer’s sole contractual monetary remedy for failure to meet this SLA. This does not limit remedies for fraud, wilful misconduct, death or personal injury caused by negligence, or any liability that cannot lawfully be excluded or restricted.
• The SLA credit cap is separate from, but does not enlarge, any general liability cap in the Terms. The same loss cannot be recovered twice.

7. Exclusions

A failure is excluded only to the extent KumoDNS reasonably demonstrates that it resulted from:

• Customer content, credentials, systems, applications, network, instructions, acts or omissions; an incorrect zone, record, delegation, glue record or DNSSEC configuration controlled by the customer or its provider;
• DNS caching, TTL behaviour or propagation; a registrar, registry, recursive resolver, ISP, transit provider, end-user device or other third party outside KumoDNS’s reasonable control;
• A suspension or restriction authorised by the customer, required by law or a competent authority, or permitted under the Terms or Acceptable Use Policy because of customer breach, non-payment, abuse or a material security risk;
• Emergency maintenance necessary to address an imminent and material security or stability risk, provided KumoDNS uses reasonable efforts to minimise impact and notify affected customers as soon as practicable;
• A denial-of-service attack, Internet-wide routing or protocol failure, natural disaster, war, civil disorder, widespread power or telecommunications failure, or another event beyond KumoDNS’s reasonable control, but only where reasonable resilience and mitigation measures could not have prevented the unavailability; or
• A test, beta or trial service, a customer-requested maintenance window, or a feature expressly excluded in the Order. The Free plan is NOT an excluded event: it carries the same availability commitment as any other plan and its minutes are counted the same way. Only the service credit in section 8 is unavailable on it.

Routine planned maintenance is not excluded if it makes all assigned authoritative nameservers unavailable. KumoDNS will not apply an exclusion more broadly or longer than the causal event reasonably requires.

8. Claim procedure

To request a credit, the customer must submit a claim through KumoDNS's service credit claim form within 30 calendar days after the end of the affected month. The claim must include:

• Customer name, account identifier and affected Order or service;
• Affected zone or zones;
• Start and end times in Singapore Time or with the timezone clearly stated;
• Evidence that EVERY nameserver listed in section 4 failed to answer, covering the whole period claimed. A claim showing one or some nameservers unreachable does not establish an Unavailable Minute and will be declined. Dated query results — for example dig or nslookup output naming each nameserver — third-party monitoring logs, or incident references are all acceptable, provided each nameserver and each claimed interval is covered; and
• The requested credit and any other information reasonably needed to verify the claim.

KumoDNS will acknowledge a complete claim and use reasonable efforts to decide it within 30 days. KumoDNS may ask for clarification, but will not reject a claim for an immaterial error that the customer promptly corrects. A customer must be in good standing and have paid undisputed amounts when the credit is applied. KumoDNS will give a brief reason if it denies or adjusts a claim.

9. Chronic failure

If Monthly Availability is below 99.900% in any three calendar months within a rolling six-month period, the customer may terminate the affected Covered Service by written notice within 30 days after the third qualifying month. KumoDNS will refund prepaid recurring fees for the unused period after termination, less amounts properly due. This termination right does not increase the three-month service-credit cap.

10. Customer responsibilities

• Delegate every covered zone to all assigned KumoDNS authoritative nameservers and maintain valid registrar, registry, glue and DNSSEC settings;
• Maintain accurate operational and billing contacts, protect credentials, use multi-factor authentication where available and report suspected compromise promptly;
• Use reasonable DNS configuration practices, avoid placing secrets or inappropriate personal data in public records, and comply with the Terms and Acceptable Use Policy; and
• Cooperate reasonably with diagnosis and mitigation, including supplying timestamps, query details and relevant configuration history.

11. Incident communication and maintenance

KumoDNS will maintain reasonable monitoring and incident-response processes for the Covered Service. For a material incident, KumoDNS will use reasonable efforts to provide timely status information through the KumoDNS status page and a closure update describing the impact and remediation at an appropriate level. Security-sensitive information may be withheld where disclosure would create risk or breach a duty.

KumoDNS will design routine maintenance to preserve authoritative DNS availability. Where customer action is required, KumoDNS will give reasonable advance notice when practicable. Emergency work may proceed without advance notice where delay would materially threaten security or stability.

12. Changes, term and termination

This SLA applies while the relevant Covered Service remains active, on any plan. KumoDNS may update it prospectively by giving the notice required under the Terms. A change will not reduce credits for an incident that occurred before the change took effect. Material reductions should be notified in advance and, where required by the Terms or law, permit the customer to terminate the affected service.

13. Governing law and contact

This SLA is governed by the law and dispute-resolution provisions in the Terms. Nothing in it excludes rights or remedies that cannot lawfully be excluded. Questions and claims should be sent to: