Service level agreement
This agreement is part of the DRSite terms. It applies to each site on a paid plan, measured over each calendar month. Enterprise sites earn service credits when a commitment is missed; on the other plans the figures are targets, without credits.
| Plan | Recovery point (RPO) | Recovery time (RTO) | Service credits |
|---|---|---|---|
| Enterprise | 15 minutes | 5 minutes | Yes |
| Premium | 1 hour | 15 minutes | No, target |
| Standard | 24 hours | Under an hour, not committed. You start failover; the standby is built from the newest backup. | No, target |
| Essential | 7 days | No failover | No, target |
Recovery point
DRSite keeps a complete backup of the site that is never older than the plan's recovery point. A complete backup holds the site's files and database, made by Website backup or by a Plesk backup sent to DRSite Cold Vault. The commitment is missed when, for longer than one hour beyond the recovery point, no complete backup inside it is stored.
Recovery time
On Premium, within 15 minutes of two monitoring locations agreeing the site is down (5 minutes on Enterprise), DRSite points the site's DNS at the standby copy, and the standby copy serves the site. The time ends when the change is live at the site's DNS provider. Visitors whose resolvers still hold the old address follow within the record's TTL, and that delay is not counted.
The recovery time applies only while all of these are true for the site:
- automatic failover is on;
- failover readiness was green within the last 7 days;
- a DNS connector is saved and working;
- the A record TTL is 300 seconds or less (60 seconds on Enterprise);
- the standby copy has been synced from a complete backup.
Service credits
Service credits apply to Enterprise sites only. Each missed commitment on an Enterprise site earns a credit of 10% of that site's monthly plan fee, up to 50% of the fee in any month. Claim within 30 days of the end of the month through Help, naming the site and when it happened. Credits are taken off future invoices and are not paid as cash. Credits are the only remedy for a missed commitment. On Essential, Standard and Premium, the recovery point and recovery time are targets DRSite works to, and no credits are earned when they are missed.
Exclusions
A commitment is not missed when the cause is outside DRSite's control, including:
- the site's own server, hosting, or Plesk being unreachable to DRSite;
- an outage at the DNS provider, registrar, or Backblaze;
- changes made by you, such as removing Website backup, revoking a DNS connector key, or raising the TTL;
- maintenance announced at least 48 hours ahead;
- an account suspended under the terms or for unpaid fees;
- events beyond reasonable control.