Service Level Agreement & Customer Support Commitment

Service Level Agreement

1. No-IP DNS service will be available 100% of the time. This means that our nameservers did not fail to respond to your DNS queries during the billing cycle.
2. If No-IP’s DNS nameservers fail to resolve customers' zones and hostnames, No-IP will provide a 200% service credit for the time that the service was non operational. (Example: If No-IP DNS service is non-operational for 1 day during the billing cycle, the customer will be eligible for 2 days worth of fees credited to their account.) SLA service credit is capped at 1 month of subscription fees.
3. Service credits will be applied to future service charges from No-IP and do not have any monetary value outside of No-IP credits.
4. This SLA excludes any operational interruptions that are outside of No-IP’s control including natural disasters, third party device failures, and third party integration failures with No-IP clients.

Customer Support Commitment

1. Helpline will be available:
   1. M-F: 6:30am - 5:30pm PT
   2. Weekend Support: 10:00am - 5:00pm PT
2. Technical support via the ticketing system will receive a response within 4 business hours and a commercially feasible resolution within 48 hours (during normal business hours).
   1. If ticket is opened after normal business hours, it will be responded to within the first 4 hours of opening on the following business day
3. Escalated Support via the Priority Support channels:
   1. Support tickets will be flagged and routed to the top of our queue to ensure fast and accurate resolutions.
   2. An exclusive phone number will be provided to ensure you won’t have to wait on hold while we are helping other customers.
   3. Weekend Phone Support Saturday and Sunday 10:00am - 5:00pm PT