Service Level Agreement

Service Level Agreement

DCC Shared VM Website and Dedicated VM Server Hosting

Service Commitment

DCC commits that DCC shared VM Website and dedicated VM Server Hosting will be available 99.99% or more of the time in a given calendar month.  If we (DCC) fail to meet this commitment, just let us know and we will apply a service credit to your account. The service credit applied will be calculated by multiplying a) your charges for shared VM Website Hosting during the month we failed to meet this commitment by b) the percentage credit you qualify for in the table below:

Monthly Availability % for a Credit to Bill for DCC VM Website Hosting  (not Total Bill if other services are purchased)
100% to 99.99% N/A
<99.95% to 99.9% 5%
<99.9% to 99.5% 10%
<99.5% to 99.0% 20%
<99.0% 30%


DCC VM Website Hosting and DCC VM Server Hosting refers to those specific services, and does not refer to peripheral or separate services, such as but not limited to: Email services or DNS services.


You are not entitled to a service credit if you are in breach of your Customer Agreement with DCC, including your payment obligations. 

To receive a service credit, you must file for a credit within 30 days of the end of the month in which availability was not met by contacting DCC via the “Contact Us” link on the website with a description of the downtime, how you were effected, and for how long.  DCC reserves the right to withhold credit if it cannot verify the downtime or you cannot show that you were adversely affected in any way as a result of the downtime.
The Service Level Agreement does not apply to any downtime, suspension, or termination of any DCC services:

  • that result in account suspension or termination due to breach of the Customer Agreement:
  • caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of DCC’s environment within the Level 3-controlled datacenters;
  • that result from any actions or inactions of you or any third party; or
  • that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than those which are under our direct control).

The service credit remedy set forth in this Service Level Agreement is your sole and exclusive remedy for any failure to meet availability of the DCC shared VM Website Hosting service.

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