Service Level Agreement

1. The Commitment

We target 99.9% monthly uptime for hosting and email services. That allows for roughly 43 minutes of unplanned downtime in a month. If we fall short, you are entitled to the service credits described below.

2. How Uptime Is Measured

Uptime is measured by our external monitoring systems, which check service availability at regular intervals throughout the month. A service is “down” when it is unreachable or returns errors for consecutive checks. Our monitoring records are the reference for credit calculations.

3. Scheduled Maintenance

Planned maintenance windows announced at least 48 hours in advance do not count as downtime. We schedule maintenance during low-traffic hours and keep windows as short as possible. Emergency security maintenance may occur with shorter notice when needed to protect customers.

4. Service Credits

If monthly uptime for your service falls below target, you can claim a credit against that month’s fee for the affected service:

• Below 99.9% (but at least 99%) — 5% credit
• Below 99% (but at least 95%) — 10% credit
• Below 95% — 25% credit

Credits are applied to your account balance and used against future invoices; they are not paid out in cash.

5. How to Claim

Open a ticket from your client area at my.domain.ps within 30 days of the end of the affected month, identifying the service and the downtime period. We verify claims against our monitoring records and apply approved credits to your next invoice.

6. Exclusions

The SLA does not cover downtime caused by:

• Force majeure events outside our reasonable control (natural disasters, wide-area power or connectivity failures, armed conflict).
• Your own actions or content: misconfiguration, faulty scripts, resource exhaustion, or suspension for AUP violations.
• DNS propagation delays after changes you make.
• Failures of upstream registries or third-party services we do not operate, including the PNINA registry.
• Scheduled maintenance announced per section 3.

7. Sole Remedy

Service credits under this SLA are your sole and exclusive remedy for availability failures. They do not stack with other compensation for the same incident.

8. Repeated Failures

If a service misses its uptime target in three consecutive months, you may cancel that service and receive a pro-rata refund of any prepaid, unused period — we don’t believe in locking in customers we are failing.

9. Changes to This SLA

We may revise this SLA as our infrastructure evolves. Changes apply from the next billing period and material reductions in commitment will be announced to affected customers by email in advance.

10. Contact

SLA questions and claims go through your client area at my.domain.ps or the contact page on domain.ps.