Service Level Agreement

This Service Level Agreement ("SLA") describes the availability and support commitments that DomaiNPro OÜ, trading as DomainEvo, provides for its Services. It forms part of our Terms of Service.

1. Availability targets

• Authoritative DNS resolution: 99.9% monthly availability.
• Control panel / management portal: 99.5% monthly availability.
• WHOIS / lookup tools: 99.5% monthly availability.

Availability is measured per calendar month, excluding the scheduled-maintenance and exclusion windows described below.

2. Support and response times

Support is available by email at info@domain-evo.com. Target first-response times:

• Critical (service unavailable): within 4 business hours.
• High (major function impaired): within 8 business hours.
• Normal (general issues / questions): within 1 business day.
• Low (requests, information): within 2 business days.

3. Scheduled maintenance

Planned maintenance is performed during low-traffic windows and, where it is expected to be service-affecting, announced in advance. Scheduled-maintenance windows do not count against the availability targets.

4. Exclusions

The targets above do not apply to downtime caused by: factors outside our reasonable control (force majeure, upstream network or registry outages); registry-side processing of registrations, renewals and transfers; suspension due to non-payment or policy breach; or issues arising from customer configuration.

5. Reporting

To report a suspected SLA event, contact info@domain-evo.com with the affected domain, a description and timestamps. We will investigate and respond within the timeframes above.

Targets in this SLA are service commitments and do not modify the limitation-of-liability terms set out in our Terms of Service.