This Service Level Agreement ("SLA") applies exclusively to Enterprise customers who have entered into an Enterprise agreement for the Dub Services, as defined in our Terms of Service. This SLA is incorporated into and forms part of our Terms of Service and your Enterprise agreement.
Dub Technologies, Inc. ("Dub", "we", "us" and/or "our") will use commercially reasonable efforts to make the Dub Services available 99.9% of the time, excluding any Excused Downtime events, as defined below ("Service Level").
The Dub Services covered by this SLA include:
- Dub Links: Short link creation, customization, and redirection services
- Dub Partners: Partner program management and commission tracking services
- Dub Analytics: Link performance analytics and conversion tracking
The Services availability will be calculated by dividing the total number of minutes in which the Services are up and running and available during an applicable calendar month ("Uptime") by the total number of actual minutes in such month minus minutes of Excused Downtime, and then multiplying that amount by 100 ("Uptime Percentage").
If the Services fail to meet the above Service Level, you will receive a Credit equal to the result of the Service Credit calculation in Section 3 of this SLA.
Uptime Percentage = Uptime ÷ (Total minutes in month - Excused Downtime) × 100
Daily system logs will be used to track any Services outages.
"Excused Downtime" is defined as any time when the Services are not available to perform operations, excluding:
- Scheduled Maintenance: Planned maintenance windows announced at least 24 hours in advance
- Third-Party Failures: Outages caused by the failure of any third-party vendor, including but not limited to payment processors (Stripe, PayPal), DNS providers, or content delivery networks
- Internet Infrastructure: General Internet connectivity issues outside of our reasonable control
- Client-Side Issues: Outages that resulted from your software, hardware, integrations, or third-party software or hardware
- Force Majeure Events: As defined in our Terms of Service, including fires, power outages, extreme weather, labor disputes, or government interventions
- Security Incidents: Emergency security measures taken to protect the platform and user data
- Regulatory Compliance: Downtime required by governmental or regulatory authorities or changes in applicable law
The measurement is in minutes. For the avoidance of doubt, this SLA does not apply to:
- Dashboard and administrative interfaces
- API rate limiting or usage-based restrictions
- Features in beta or experimental status
- Services suspended due to Terms of Service violations or non-payment
A Credit is the percentage of the monthly Services fees for the affected Services that is credited to you for Unscheduled Downtime below the Service Level based on the applicable Uptime Percentage as set forth in the table below.
Credit Eligibility Requirements:
To receive any Credits described below, you must:
- Notify Dub in writing at legal@dub.co within thirty (30) days from the time you become eligible to receive a Credit
- Provide us with log files or documentation showing the impact of Unscheduled Downtime, including the date and time it occurred
- Be current on all payments for the Services
If you do not comply with these requirements, you will forfeit your right to receive a Credit.
Credit Calculation:
| Monthly Uptime Percentage | Credit (% of Monthly Fee*) |
|---|---|
| 99.0% to 99.8% | 10% |
| 95% to 98.9% | 25% |
| < 95% | 50% |
*Percentage of monthly subscription fee for the respective Services that do not meet the Service Level that will be credited to your future monthly fees.
Credit Limitations:
- The maximum aggregate number of Credits issued by us to you for all Unscheduled Downtime in a single billing month will not exceed 50% of the amount due from you for the Services for the applicable month
- Credits will be in the form of a monetary credit applied to future use of the Services
- Credits will be applied within sixty (60) days after the Credit was requested
- Credits are your sole and exclusive remedy for any violation of this SLA
- Credits cannot be redeemed for cash and have no value outside of the Dub platform
This SLA does not apply to:
- Non-Enterprise Plans: Services provided under any free, trial, or non-Enterprise subscription plans
- Custom Domains: Availability issues related to custom domains you configure, including DNS propagation or SSL certificate issues
- Third-Party Integrations: Performance or availability of third-party services integrated with your Dub account
- Partner Program Disputes: Issues arising from partner relationships, commission disputes, or payment processing delays with Partners
- Data Migration: Temporary unavailability during account migrations or data transfers
- Usage Limit Enforcement: Service restrictions due to exceeding plan limits or fair use policies
- Account Suspension: Downtime resulting from account suspension for Terms of Service violations
If a dispute arises with respect to this SLA, we will make a determination in good faith based on our system logs, monitoring reports, configuration records, and other available information. Such determination will be final and binding.
Any disputes regarding this SLA are subject to the dispute resolution procedures outlined in our Terms of Service, including the arbitration provisions contained therein.
We reserve the right to modify this SLA at any time. Any changes will be effective immediately upon posting to our website. Your continued use of the Services after such modifications constitutes acceptance of the revised SLA.
We will make reasonable efforts to notify customers of material changes to this SLA via email or through the Dub platform.
This SLA is effective as of the date you first enter into an Enterprise agreement with Dub and remains in effect for as long as you maintain an active Enterprise subscription to the Services.
For questions about this SLA or to request a Credit, please contact us at legal@dub.co.