Service Level Agreement

1. Uptime Guarantee (Annual)

DreamServer guarantees 99.9% annual uptime for all Dedicated Server, VPS, and VDS services. This corresponds to a maximum of approximately 8 hours 45 minutes of unplanned downtime per calendar year (roughly 43 minutes 49 seconds per month on average).

Uptime is measured as the percentage of time the service is accessible via the network, calculated over a rolling 12-month window:

Uptime % = ((Total Minutes − Downtime Minutes) / Total Minutes) × 100

Availability is monitored continuously from multiple geographic locations. Downtime begins when the Provider detects or is notified of a service outage and ends when the service is restored and accessible.

2. Network Availability

DreamServer guarantees 99.9% annual network availability for its core network infrastructure. This covers the network path from the Client's server to the Provider's upstream transit and peering connections.

Network availability is measured at the switch port level. The guarantee covers:

• Core routing and switching infrastructure (Cisco Nexus N3K & N9K vPC)
• Active-active vPC connectivity inside the fabric
• Upstream Transit Provider connectivity (multiple carriers)
• DSIX peering fabric and route server availability

The network availability guarantee does not cover issues beyond the Provider's network boundary, including third-party Transit Provider internal issues, destination network problems, or wider internet routing incidents.

3. Datacenter Infrastructure

All DreamServer services are hosted in the Provider's own Datacenter in Bucharest, Romania. The following infrastructure guarantees apply:

• Power: redundant feeds with UPS and diesel generator backup; tested monthly.
• Cooling: N+1 precision cooling with redundant chillers.
• Network uplinks: multi-carrier fiber uplinks with no single point of failure at the Provider's edge.
• Physical security: on-site staff, access control, CCTV, locked cabinets.

4. Dedicated Servers SLA

Applies to the Blade, Enterprise, Game, and Micro server lines.

• Network uptime: 99.9% annually on the port to which the server is connected.
• Out-of-band management (iLO / IPMI / IMM / iRMC) availability: 99.9% annually, reachable through the provisioned VPN.
• IP connectivity: all assigned IPv4/IPv6 addresses routed from day one; rDNS updates within 24 hours of request.
• DSIX peering port: included and operational from day one on Blade, Enterprise, and Game lines (Article 8).
• RTBH DDoS mitigation: active on all lines (Article 7).
• 24/7 NOC: incident reception at noc@dreamserver.ro, phone +40 773 870 363.

Micro Servers ship with a 1 Gbps port and full internet transit but without a dedicated DSIX peering port by default. RTBH applies on the micro line identically to the other lines.

5. Virtual Servers SLA (VPS LXC & VDS KVM)

Both lines

• Host network uptime: 99.9% annually.
• Live migration: the Provider may migrate a VPS/VDS to a different host at any time for maintenance or load balancing, typically with no or minimal visible interruption.
• Provisioning: automated, typically within minutes of payment confirmation.

VPS (LXC)

• Resources (vCPU, RAM, disk) represent the guaranteed minimum; CPU may burst.
• Storage and RAM are not overcommitted; CPU is committed at steady state.
• The host kernel is shared; SLA covers host reachability, not Client-installed software inside the container.

VDS (KVM)

• Allocated vCPU, RAM, storage are dedicated to the Client's VM.
• The Client may run custom kernels and raw-socket workloads.
• SLA covers host reachability and guest boot; the Client is responsible for their own OS uptime, updates, and services.

6. Hardware Replacement Timelines

In the event of a hardware failure on a Dedicated Server, the Provider commits to the following replacement timelines, aligned with Article 11 of the Terms:

• Drive, RAM, NIC, PSU: replacement within 12–24 hours on business days for critical failures.
• Motherboard / CPU: within 24 hours of confirmed failure on business days. Migration of the workload to equivalent hardware may be offered as a faster alternative.
• Enclosure-level failures (blade chassis, switch, backplane): on-site engineer response within 2 hours during business hours.

Business hours are Mon-Fri, 09:00-18:00 EET. Outside business hours, best-effort response is provided with guaranteed resolution by the next business day.

Data on drives is preserved where technically possible. If the primary drive fails, the Client must restore from their own backups; the Provider does not maintain full-image backups of Dedicated Server drives.

7. RTBH DDoS Mitigation SLA

RTBH (Remotely Triggered Black Hole) filtering is included at no cost on all Services. It is continuously monitored via sFlow telemetry on the Provider's edge routers.

• Automatic detection + trigger: typically within 60 seconds of a volumetric anomaly exceeding configured thresholds.
• Manual trigger (via NOC request): within 15 minutes of the request during business hours, best-effort outside business hours.
• BGP community (self-service for BGP customers): accepted immediately by the route collectors; propagated to upstream Transit Providers automatically.
• Scope: effective against volumetric L3/L4 floods (UDP, SYN, amplification, reflection).
• Not covered: Layer 7 application-layer attacks (HTTP floods, slowloris, application-logic abuse). These require Client-side defenses such as WAF, rate limiting, or caching.

⚠ While RTBH is active on a given IP, that IP is unreachable from the internet for the duration of the blackhole. Other IPs on the same server remain reachable. RTBH is an availability trade-off, not a scrubbing service.

8. DSIX Internet Exchange SLA

DSIX (AS58218) peering infrastructure operates under the following commitments:

• Port availability: 99.9% annually.
• Route servers: two independent route servers (RS1, RS2) for redundancy; peering sessions survive a single RS failure without visible impact.
• Looking glass & IX-F Member Export API: 99.5% annually.
• Port provisioning: within 24 hours of approval for eligible ASNs.
• Port speed upgrade (1G → 10G): within 24 hours of request, free of charge.
• Peering policy changes / prefix filter updates: applied within 24 hours of IRR or RPKI update.

9. LIR Services SLA (RIPE NCC)

• New IP assignment from the Provider's allocation: within 24 hours of approval, subject to RIPE policy justification.
• PI (Provider Independent) resource request: submitted to RIPE NCC within 5 business days; RIPE processing time is outside the Provider's control.
• ASN request: submitted to RIPE NCC within 5 business days; RIPE processing is typically 5-10 business days.
• rDNS / abuse-c updates: within 24 hours of request.
• RIPE database record maintenance (on sponsorship): within 2 business days of the Client's written request.
• RPKI ROA creation / update: within 24 hours of request.

10. Domain Registration SLA

• Domain registration: processed within 24 hours of payment, subject to registry availability and validation.
• Domain renewal: processed same day if requested before the expiry date; reminder emails sent 30, 14, and 3 days before expiry.
• DNS updates (nameserver changes, records on DreamServer DNS): applied within 15 minutes; internet-wide propagation depends on upstream resolvers (typically 1-24 hours).
• Transfer-in: initiated within 24 hours of authorization code validation.
• Transfer-out: EPP/auth code provided within 24 hours of written request, subject to registry policy (e.g., 60-day gTLD transfer lock).

Registry-side processing times (RoTLD, ICANN gTLDs, EURid, etc.) are outside the Provider's control and are excluded from this SLA.

11. Scheduled Maintenance

The Provider may perform scheduled maintenance on network and server infrastructure. Scheduled maintenance windows are:

• Standard maintenance: Tuesday and Thursday, 02:00-06:00 EET.
• Emergency maintenance: any time, with minimum 1 hour advance notice when possible.

Clients are notified of scheduled maintenance at least 72 hours in advance via email. Scheduled maintenance that falls within the announced maintenance window is excluded from uptime calculations.

12. Service Credit Policy

If the Provider fails to meet the annual uptime guarantee, the Client is entitled to service credits applied to future invoices. Credits are calculated based on the monthly fee for the affected service:

The maximum credit per SLA year per affected service is 100% of one month's recurring fee. Credits are applied to the next billing cycle and are not redeemable for cash.

One-off fees (setup fees, domain registration fees, LIR fees) are not eligible for service credits.

13. Support Response Times

Response times reflect the time from the Client's support request until the first substantive response from the NOC / support team.

• Critical (service down): initial response within 30 minutes, 24/7.
• High (degraded performance, partial outage): initial response within 2 hours during business hours.
• Normal (general inquiry, non-urgent issue): initial response within 8 business hours.
• Low (feature request, documentation, informational): initial response within 24 business hours.

Support requests should be submitted via email to noc@dreamserver.ro or through the Client Area ticket system. Phone support for Critical incidents: +40 773 870 363.

14. Incident Communication

For incidents that affect multiple Clients, the Provider will publish status updates through:

• Email notifications to all affected Clients (sent from noc@dreamserver.ro).
• A post-mortem report for significant incidents, sent within 5 business days of resolution, containing: incident timeline, root cause, impact assessment, and remediation measures taken.

Clients are responsible for maintaining up-to-date contact information (email, phone) in their Client Area account to receive these notifications.

15. Exclusions

The following events are excluded from uptime calculations and do not qualify for service credits:

• Scheduled maintenance performed within announced maintenance windows.
• Emergency maintenance in response to security incidents affecting the Provider or other Clients.
• Force majeure events (Article 16).
• Volumetric DDoS attacks targeting the Client's services (blackhole-induced unreachability while RTBH is active is considered mitigation, not downtime).
• Service suspension due to non-payment or violation of the Terms and Conditions.
• Issues caused by the Client's software, configuration, OS, or firewall rules.
• Client-requested reboots, maintenance, or hardware upgrades.
• DNS propagation delays or third-party DNS provider issues.
• Failures of third-party services (registries, RIPE NCC, upstream Transit Providers) not under the Provider's control.
• Downtime during scheduled hardware upgrades pre-approved by the Client.
• Layer 7 application-layer attacks and application-level issues (these are outside the infrastructure scope).

16. Force Majeure

The Provider is not liable for service interruptions caused by force majeure events, including natural disasters (earthquakes, floods, fires), pandemics, power grid failures beyond the Provider's own infrastructure, government actions, war, civil unrest, terrorism, cyberattacks of unprecedented scale, failures or maintenance of upstream telecommunications providers, or disruptions of public internet routing outside the Provider's control.

During a force majeure event, the Provider will use commercially reasonable efforts to minimize impact and restore service as soon as possible. Such events are excluded from uptime calculations and from service credit claims.

17. Credit Claim Procedure

To claim a service credit, the Client must submit a written request via email to noc@dreamserver.ro or through the Client Area ticket system.

The claim must include:

• The affected service (server hostname, VPS/VDS ID, domain, DSIX port, or LIR resource).
• Date, start time, and end time of the outage (in UTC or EET).
• A description of the impact and any monitoring evidence available to the Client.

Claims must be submitted within 30 days of the end of the SLA year in which the outage occurred. The Provider will review the claim within 15 business days and respond with either (a) credit approval and application to the next invoice, or (b) a reasoned denial based on the Exclusions in Article 15.

Credits are the Client's sole and exclusive remedy for SLA breaches, as per Article 22 of the Terms and Conditions.

Last updated: April 2026.