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DNS Service Level Agreement

You can find the service level agreement for all KakaoCloud services in Service Level Agreement List.

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The English translation provided below is for your convenience only. In case of any discrepancies between the English translation and the original Korean text (including due to translation delays), the original Korean text shall prevail.


This Service Level Agreement (the “SLA”) of the DNS (the “Service”) applies to each account using the relevant services listed below, and the SLA in effect at the time of the failure shall be applicable.

This SLA constitutes a part of the KakaoCloud Terms of Service and matters not set out in the SLA shall be governed by the KakaoCloud Terms of Service. In the event of any conflict, the SLA shall prevail.

Last updated: October 11, 2023


Article 1 (Definitions)​

  1. Failure: An instance where the Member’s or the Member’s customer’s valid request to the DNS service receives no response from the Member’s DNS query
  2. Failure Time: Refers to a continuous failure lasting 5 minutes or longer. Intermittent failures lasting less than 5 minutes are not included in the failure time.
  3. Monthly Availability Rate (%): 100 × [1 - {Total failure time during the month (in minutes) / Total time for the month (in minutes)}]
  4. Monthly Fee: Refers to the actual amount paid by the Member to the Company for cloud service in the month a failure occurs. If the fee for cloud service is calculated and billed separately per instance or task, it refers to the actual amount paid by the Member for the respective instance or task.


Article 2 (Exclusions from the Application of the SLA)​

The SLA shall not apply in the following cases, and no compensation for damages shall be granted:

  1. Where the fees for the product have not been established due to reasons such as beta testing, or where the service or product falls within the free tier of a paid product
  2. Where the service or product does not incur any additional costs;
  3. For products that are charged per occurrence or transaction, where products or services only the successful occurrences or transactions are charged;
  4. When the service or product is not provided by the Company;
  5. In cases where compensation for damages is not applicable under the KakaoCloud Terms of Service;
  6. In cases where the name servers provided by KakaoCloud are not used;
  7. In cases of an failure caused by factors beyond the reasonable control of the Service (such as unavoidable internet access issues or internet problems beyond the boundaries of the DNS service);
  8. Where a failure occurs in the Member’s equipment, software, or other devices that are not under the Company’s control;
  9. In other cases equivalent to the above where the incident is not caused by the Company’s actions (including inaction).

Article 3 (Application of the SLA)​

  1. The Company shall provide compensation according to the criteria described below. However, where the Company provides Members with Detailed Guidelines or announces specific compensation criteria on the cloud website, the compensation amount may be calculated differently.
  2. The Company guarantees a minimum monthly availability rate of 99.9% for the Service during the relevant month. If the monthly availability rate is not met, the Company shall issue free credits to the Member in accordance with this SLA and the KakaoCloud Terms of Service.
  3. Specific eligibility for compensation, the scope of compensation, and the amount of compensation may vary according to the KakaoCloud Terms of Service and Detailed Guidelines.
  4. The maximum amount of credits the Company can issue to the Member for all failure time in a single billing month shall not exceed 100% of the amount payable by the Member for the Service.

Monthly Availability RateFree Credit Percentage
99.0% to less than 99.9%10% of the monthly fee
95.0% to less than 99.0%25% of the monthly fee
Less than 95.0%100% of the monthly fee