Service Level Agreement
Last updated: January 1, 2026
1. Scope
This Service Level Agreement (SLA) applies to all paid hosting and VPS services provided by True Registrar. It defines our uptime commitments and compensation policy for service interruptions.
2. Uptime Guarantee
True Registrar guarantees 99.99% uptime for all hosting and VPS services, measured monthly. This excludes scheduled maintenance (announced at least 48 hours in advance) and factors outside our control.
| Monthly Uptime | Service Credit |
|---|---|
| 99.99% - 99.9% | 10% |
| 99.9% - 99.0% | 25% |
| 99.0% - 95.0% | 50% |
| Below 95.0% | 100% |
3. Service Credits
Service credits are applied to your account upon verified claim. Credits are calculated as a percentage of your monthly service fee and can be used for future invoices. Credits do not accumulate beyond one billing cycle.
4. Exclusions
The following are excluded from uptime calculations: scheduled maintenance, DDoS attacks beyond our mitigation capacity, issues caused by customer actions, third-party service failures, and force majeure events.
5. Claim Process
To claim a service credit, submit a support ticket within 7 days of the incident. Include the affected service, date and time of the outage, and any relevant evidence. We will verify the claim and apply credits within 30 days.
Contact Information
For SLA claims or questions, please contact our support team:
- Email: support@trueregistrar.com
- Support Portal: Support Portal