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and packet loss relates to the network, not DNS. you should be using your own DNS or a 3rd party dns service.
You wernt experiencing "packet loss", you were timing out because the domain wasn't resolving; which they do not have an SLA on. The SLA backs what it says it backs, anything else is not covered and should be considered as being SLA-less and you simply plan based around what you get and don't get.
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