Service Level Agreement

Introduction

This Service Level Agreement ("SLA") outlines the service levels and support policies for YourDomain.ai, operated by Premium Domain Names S.L. ("we", "our", "us"). This SLA is a commitment to our customers ("you", "your") regarding the performance and availability of our services.

class="font-bold text-indigo-950 text-lg"Service Commitment

We commit to providing 99.9% uptime for our services. This uptime percentage is calculated over a calendar month and excludes scheduled maintenance and force majeure events.

Definitions

• - Uptime: The time during which the services are available and accessible.
• - Downtime: The time during which the services are not available due to issues within our control.
• - Scheduled Maintenance: Planned maintenance periods during which services may be unavailable. These periods will be communicated in advance.
• - Force Majeure Events: Events outside our reasonable control, including natural disasters, acts of terrorism, and internet outages.

class="font-bold text-indigo-950 text-lg mt-4"Service Availability

Our goal is to ensure the services are available 99.9% of the time within a calendar month, excluding scheduled maintenance and force majeure events. If we fall short of this commitment, you may be eligible for service credits as outlined below.

Service Credits

If our service availability falls below 99.9% in a given month, you are entitled to request service credits. The amount of service credits will be calculated as a percentage of the monthly service fee, based on the following table:

• - 99.0% - 99.9%: 10% service credit
• - 95.0% - 98.9%: 25% service credit
• - Below 95.0%: 50% service credit

To request service credits, please contact our support team within 30 days of the end of the month in which the uptime commitment was not met. Service credits will be applied to your next billing cycle.

Support

We provide 24/7 customer support through email and our support portal. Our support team aims to respond to all inquiries within 24 hours. For urgent issues, please indicate the urgency in your communication, and we will prioritize your request.

Customer Responsibilities

To ensure the effectiveness of our services, you are responsible for:

• Maintaining your own internet access and connections
• Providing accurate and complete information when requested
• Using the services in compliance with our Terms of Service

Exclusions

This SLA does not apply to any performance or availability issues caused by:

• Factors outside our reasonable control (force majeure events)
• Your equipment, software, or other technology
• Third-party services or technology
• Scheduled maintenance

Changes to This SLA

We may update this SLA from time to time. Any changes will be posted on this page, and we will notify you of significant changes by email or through a notice on our website.

Contact Us

If you have any questions or concerns about this SLA, please contact us at:

Premium Domain Names S.L.
Address: C/ de Tarragona 157, 4th Floor, Barcelona, Spain
Email: [email protected]