# SERVICE LEVEL AGREEMENT

**Last updated:** 2025/12/01

## Authoritative DNS

This Service Level Agreement defines the guaranteed availability of Rage4 Networks Polska’s Authoritative DNS servers. The Agreement does not cover services provided during the trial period; service plans that do not have Service Level Agreements; user accounts with overdue invoices and/or a negative payment history.

Rage4 Networks Polska guarantees the following:

- **Availability of its Authoritative DNS servers to users:** 99.99% a month. This means that Authoritative DNS servers of Rage4 Networks Polska can only be unavailable simultaneously for no longer than 4 minutes 23 seconds each calendar month;

- **Response round-trip of its Authoritative DNS servers to users:** 95% a month below 300ms. This means that Authoritative DNS servers of Rage4 Networks Polska will serve a response to users below 300 milliseconds in 95% of cases each calendar month;

For the purposes of the present Agreement, unavailability of a DNS service means simultaneous unavailability of all Rage4 Networks Polska’s Authoritative DNS servers. Lack of access to a DNS service as a result of a user’s incorrect actions, intentional damage inflicted by a user to elements of the service, technical problems on the user’s side, and acts of God, such as emergencies or natural disasters, are not taken into consideration when determining the availability of a service.

All claims are accepted by email at [support@gbshouse.com](mailto:support@gbshouse.com) within 120 hours from the detection of service unavailability. Rage4 Networks Polska will independently determine whether a particular claim is a breach of the present Agreement.

If a particular incident is admitted to be a violation of the availability guarantee, Rage4 Networks Polska shall offer non-material reimbursement by extending the current service plan by one month for each incident, but not more than three reimbursements in the current calendar month. Rage4 Networks Polska shall not offer money or any other sort of material reimbursement for violations of the service availability guarantee or any other incidents for which Rage4 Networks Polska is responsible.