Service Level Agreement
This Service Level Agreement outlines our uptime commitments, support response times, and service credit policies for all True Registrar services.
Last updated: February 12, 2026
1 Purpose and Scope
This Service Level Agreement ("SLA") defines the service levels, uptime commitments, support response times, and remedies available to clients of True Registrar, statutory name PeaceWeb B.V. This SLA applies to all paid True Registrar services, including:
- Web Hosting: Shared and managed web hosting services, including all associated storage, email, and database resources.
- Virtual Private Servers (VPS): Dedicated virtual server instances, including allocated CPU, RAM, NVMe SSD storage, and bandwidth.
- DNS Management: Authoritative DNS hosting with global Anycast infrastructure and DNSSEC support.
- Domain Registration Platform: The client portal and API used for domain name registration, management, transfers, and renewals.
- SSL Certificate Provisioning: The issuance and management of SSL/TLS certificates through our platform.
This SLA is incorporated into and forms an integral part of the True Registrar Terms of Service. In the event of a conflict between this SLA and the Terms of Service, this SLA shall prevail with respect to service level commitments and service credit remedies. Capitalized terms not defined herein have the meanings assigned to them in the Terms of Service.
2 Service Availability
2.1 Uptime Targets
True Registrar commits to the following monthly uptime targets for each service category:
| Service | Monthly Uptime Target | Max Downtime / Month |
|---|---|---|
| Web Hosting & VPS | 99.99% | ~4 minutes 23 seconds |
| DNS Services | 99.99% | ~4 minutes 23 seconds |
| Domain Registration Platform | 99.9% | ~43 minutes 50 seconds |
| SSL Certificate Provisioning | 99.9% | ~43 minutes 50 seconds |
2.2 Measurement Methodology
Service availability is measured using automated monitoring systems that perform health checks at one-minute intervals from multiple geographically distributed monitoring locations. Uptime is measured per calendar month (from 00:00 UTC on the first day to 23:59 UTC on the last day of the month) and is calculated using the following formula:
Uptime % = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
"Downtime" means any period during which the applicable service is materially unavailable or unreachable as confirmed by our monitoring systems, excluding any periods that fall under the exclusions defined in Section 5 of this SLA.
3 Support Commitments
3.1 Support Channels
True Registrar provides technical and account support through the following channels:
- Ticket System: Submit and track support requests through the True Registrar client portal.
- Email: support{{ $domain }}
3.2 Priority Levels and Response Times
Support requests are classified into the following priority levels, each with a corresponding initial response time commitment:
Urgent — Complete Service Outage
A production service is completely down or inaccessible, affecting all users of the service. No workaround is available.
High — Major Service Degradation
A production service is experiencing significant performance degradation or partial functionality loss affecting multiple users. A workaround may be available.
Medium — Partial Service Impact
A non-critical function is impaired or a single user is experiencing issues. A workaround is available and the service remains generally operational.
Low — General Inquiry
General questions, feature requests, documentation inquiries, or non-urgent account matters that do not impact service availability or functionality.
Business hours are Monday through Friday, 09:00–18:00 CET/CEST, excluding Dutch public holidays. Response times refer to the initial acknowledgment of the support request, not the resolution time. True Registrar reserves the right to reclassify the priority level of a support request based on its assessment of the impact and urgency.
4 Service Credits
4.1 Credit Tiers
If True Registrar fails to meet the uptime targets specified in Section 2.1 for a given calendar month, the Client is entitled to request service credits in accordance with the following schedule:
| Monthly Uptime | Service Credit (% of Monthly Fee) |
|---|---|
| 99.9% – 99.99% | 10% |
| 99.0% – 99.9% | 25% |
| 95.0% – 99.0% | 50% |
| Below 95.0% | 100% |
4.2 Credit Terms
Service credits are subject to the following terms:
- Credits are calculated based on the monthly recurring fee for the affected service only, excluding one-time fees, setup charges, domain registration fees, and overage charges.
- Credits are applied as account credit to the Client's True Registrar account and will be deducted from the next applicable invoice.
- Credits are non-transferable between accounts and non-cashable — they cannot be converted to monetary refunds or transferred to third parties.
- Credits expire 12 months after the date they are issued if not applied to an invoice within that period.
- The Client's account must be in good standing (no overdue invoices or active policy violations) at the time of the incident and at the time the credit is applied.
5 Exclusions and Limitations
The following events and circumstances are excluded from downtime calculations and do not qualify for service credits under this SLA:
Scheduled Maintenance
Planned maintenance windows for which True Registrar provides at least 48 hours' advance notice via email and/or the status page. Scheduled maintenance shall not exceed a cumulative total of 4 hours per calendar month.
Emergency Security Patches
Urgent maintenance required to address critical security vulnerabilities, zero-day exploits, or imminent threats to the integrity of the infrastructure. True Registrar will use reasonable efforts to minimize disruption and provide notice as soon as practicable.
Force Majeure Events
Events beyond True Registrar's reasonable control, including natural disasters, acts of war, terrorism, pandemics, government actions, power grid failures, and telecommunications outages not caused by True Registrar, as further defined in the Terms of Service.
Client-Caused Issues
Downtime resulting from the Client's actions or omissions, including misconfiguration of services, resource exhaustion caused by the Client's applications, unauthorized modifications, or failure to follow recommended security practices.
Third-Party Failures
Outages or degradation caused by third-party services, upstream network providers, peering partners, or other external systems beyond True Registrar's direct operational control.
DDoS Attacks
Distributed denial-of-service attacks that exceed the capacity of True Registrar's DDoS mitigation infrastructure, provided that True Registrar has implemented commercially reasonable DDoS protection measures.
Domain Registry Outages
Unavailability of domain registration, transfer, or renewal functions caused by outages at the applicable TLD registry operator (e.g., Verisign, SIDN, EURid) or ICANN systems.
DNS Propagation Delays
Delays in DNS record propagation across the global DNS infrastructure after changes have been successfully applied to True Registrar's authoritative nameservers. DNS propagation is dependent on third-party recursive resolvers and their caching behavior.
Suspended or Terminated Accounts
Downtime affecting accounts that have been suspended or terminated due to non-payment, policy violations, or any other reason as described in the Terms of Service.
6 Sole Remedy and Limitation of Liability
6.1 Sole and Exclusive Remedy
The service credits described in Section 4 of this SLA constitute the Client's sole and exclusive remedy for any failure by True Registrar to meet the service levels defined herein. Service credits are provided in lieu of all other remedies, whether at law or in equity, for SLA-related claims.
6.2 Credit Caps
Service credits are subject to the following limitations:
- Per-Incident Cap: The maximum service credit for any single incident shall not exceed 100% of the monthly recurring fee for the affected service.
- Annual Cap: The total aggregate service credits issued to a Client in any twelve-month period shall not exceed the greater of: (a) one thousand Euros (EUR 1,000); or (b) 20% of the total fees paid by the Client to True Registrar during that twelve-month period.
- Credit Expiry: Service credits that are not applied to an invoice within 12 months of issuance shall expire and be forfeited.
6.3 Incorporation of Terms of Service
The limitation of liability and exclusion of indirect damages provisions set forth in Sections 12 and 13 of the Terms of Service apply in full to this SLA. Nothing in this SLA creates any liability beyond the limitations established in the Terms of Service. This SLA does not entitle the Client to any damages, compensation, or other remedies beyond the service credits expressly provided herein.
7 Requesting Service Credits
7.1 Claim Procedure
To request a service credit, the Client must submit a written claim to True Registrar within seven (7) calendar days of the end of the calendar month in which the downtime incident occurred. Claims may be submitted via the support ticket system or by email to support{{ $domain }}.
7.2 Required Information
Each service credit claim must include the following information:
- Account ID: The Client's True Registrar account identifier.
- Affected Services: A clear description of the specific services that were affected by the downtime.
- Incident Timestamps: The date and time (in UTC) when the downtime began and when service was restored.
- Description: A detailed description of the incident, including any error messages, symptoms, or impact observed.
7.3 Verification and Approval
Upon receipt of a valid claim, True Registrar will verify the reported downtime against its internal monitoring data and logs. True Registrar will respond to the claim within five (5) business days. If the claim is approved, the applicable service credit will be applied to the Client's next invoice. If the claim is denied, True Registrar will provide a written explanation with supporting monitoring data.
Claim Deadline
Claims submitted after the 7-day period will not be eligible for service credits. True Registrar is not obligated to review or process late claims. Clients are encouraged to submit claims promptly to ensure timely review and resolution.
8 SLA for Domain-Specific Services
In addition to the general availability commitments above, the following service-level targets apply to domain-specific operations:
Domain Registration Processing
New domain registrations will be submitted to the applicable registry within 24 hours of payment confirmation. Actual registration completion is subject to registry availability, registry processing times, and any additional verification requirements imposed by the registry operator.
Domain Transfers
Inbound and outbound domain transfer requests will be initiated within 24 hours of receiving a valid transfer request with the correct authorization code. Transfer completion timelines depend on the losing registrar's processing speed and the applicable registry's transfer policies (typically 5–7 days for gTLDs).
DNS Zone Updates
DNS record changes made through the client portal or API will be propagated to all True Registrar authoritative nameservers within 15 minutes. Global DNS propagation to third-party recursive resolvers is dependent on TTL values and caching behavior and is not covered by this SLA.
WHOIS/RDAP Updates
Changes to WHOIS/RDAP contact information submitted through the client portal will be reflected in the public WHOIS/RDAP database within 24 hours, subject to registry processing times and any applicable verification requirements.
The domain-specific service levels above are best-effort targets. Delays caused by registry operators, ICANN systems, losing registrars, or other third parties outside True Registrar's control do not constitute a breach of this SLA and are not eligible for service credits.
9 Modifications
True Registrar reserves the right to modify, amend, or update this Service Level Agreement at any time. We will provide the Client with at least thirty (30) days' written notice of any material changes by email to the Client's registered email address and by posting the updated SLA on our website with a revised "Last Updated" date.
Changes to this SLA do not apply retroactively. Any downtime incidents that occurred before the effective date of a modification will be evaluated under the version of the SLA that was in effect at the time of the incident.
This SLA is subject to and governed by the Terms of Service. The Client's continued use of True Registrar services after the effective date of a modified SLA constitutes acceptance of the updated terms. If the Client does not agree with the changes, the Client may terminate the Agreement in accordance with the Terms of Service.
10 Contact
If you have any questions, concerns, or requests regarding this Service Level Agreement, please contact us using the information below.
True Registrar (statutory name: PeaceWeb B.V.)
Hedikhuizerweg 7F, 5222 BC 's-Hertogenbosch, Netherlands
Chamber of Commerce (KvK): 88526461
VAT Number (BTW): NL864668788B01
General Support: support{{ $domain }}
Legal Inquiries: legal{{ $domain }}
Acknowledgment
By using True Registrar's Services, you acknowledge that you have read, understood, and agree to be bound by this Service Level Agreement. This SLA should be read in conjunction with our Terms of Service, Privacy Policy, and Data Processing Agreement, which together govern your use of our Services.