Service Level Agreement
Our commitment to reliability. Your guarantee of performance.
Last updated: January 11, 2026
Uptime Guarantee
Monitoring
Critical Response
Credit for Major Outages
Purpose and Scope
What this SLA covers
This Service Level Agreement ("SLA") sets forth the response time objectives, availability targets, support protocols, and remedies offered by True Registrar for paid services. This SLA is incorporated into and forms part of the True Registrar Terms & Conditions.
Covered Services
Note
Domain registration services are not covered by uptime guarantees as they depend on third-party registries. However, our DNS services for registered domains are covered.
Service Availability
Our uptime commitments
True Registrar targets a minimum monthly uptime of 99.9% for core infrastructure components. Uptime is calculated as a percentage of total minutes in a calendar month.
Uptime Guarantees by Service
Web Hosting
Server availability, HTTP response, and database connectivity.
VPS Servers
Server availability, network connectivity, and hypervisor uptime.
DNS Services
DNS resolution through our global anycast network.
Email Hosting
Email sending, receiving, and webmail access.
Uptime Calculation
Monthly uptime percentage is calculated using the formula:
A standard month has 43,200 minutes (30 days). 99.9% uptime allows for a maximum of 43.2 minutes of downtime per month.
Service Credits
Compensation for SLA breaches
If True Registrar fails to meet the 99.9% uptime commitment for a qualifying service, you may request a service credit as compensation.
Credit Schedule
| Monthly Uptime | Approximate Downtime | Credit Amount |
|---|---|---|
| 99.0% – 99.9% | 44 min – 7.3 hours | 10% |
| 95.0% – 99.0% | 7.3 – 36 hours | 25% |
| 90.0% – 95.0% | 36 – 72 hours | 50% |
| Below 90.0% | > 72 hours | 100% |
Credit Request Process
Submit Request Within 30 Days
Credit requests must be submitted via the support portal within 30 calendar days following the end of the affected month.
Provide Incident Details
Include specific dates, times (UTC), affected service IDs, and a brief description of the impact.
Verification & Credit Application
We will verify the claim using our monitoring systems and apply the credit to your next invoice within 15 business days.
Important: Credits are applied to future invoices and are not redeemable for cash. Maximum credit per month is 100% of that month's service fees for the affected service.
Support Commitment
Response times and support hours
True Registrar provides technical support through its ticketing system. Support requests must be submitted through the True Registrar Portal to be eligible for SLA commitments.
Response Time Targets
Service Down
Complete service outage affecting production
Initial response
Degraded Service
Service impaired but partially functional
Initial response
General Support
Questions and non-urgent issues
Initial response (business hours)
Business Hours
Standard support is provided during Business Days: Monday through Friday, 09:00 – 17:00 CET/CEST, excluding Dutch national holidays.
Critical (P1) issues are monitored 24/7/365 through automated systems.
Exclusions
What's not covered by this SLA
The uptime guarantee and service credits do not apply to downtime caused by:
Scheduled Maintenance
Planned maintenance windows communicated at least 72 hours in advance.
Client Actions
Issues caused by client configurations, code, applications, or negligence.
Third-Party Issues
Outages from upstream providers, ISPs, or domain registries outside our control.
Force Majeure
Natural disasters, war, government actions, or other circumstances beyond our reasonable control.
Policy Violations
Service suspension due to violations of Terms & Conditions or Acceptable Use Policy.
DDoS Attacks
Downtime resulting from denial-of-service attacks targeting your services.
Scheduled Maintenance
How we handle planned maintenance
Maintenance Windows
Scheduled maintenance is typically performed during off-peak hours: Tuesday through Thursday, 02:00 – 06:00 CET. We aim to minimize impact and duration.
Notification Requirements
Standard Maintenance
72 hours advance notice via email and portal
Emergency Maintenance
Critical security patches may require immediate action with shortest possible notice
Liability & Modifications
Limits and changes to this SLA
6. Limitation of Liability
Service credits are your sole and exclusive remedy for any SLA breach. True Registrar's total liability for any claim shall not exceed the fees paid for the affected service in the 12 months preceding the claim.
This SLA does not constitute a guarantee of uninterrupted service. We shall not be liable for indirect, incidental, special, or consequential damages.
7. SLA Modifications
True Registrar reserves the right to modify this SLA at any time. Changes will be communicated via email and the client portal. Material changes that reduce service levels will include a 30-day notice period during which you may terminate without penalty.
Contact & Support
Get help or submit SLA requests
For SLA-related inquiries, credit requests, or to report an outage, please contact us through the following channels:
SLA Credit Request Subject Line
SLA Credit Request - [Your Account ID] - [Affected Service]