Service Level Agreement

This Service Level Agreement (“SLA”) applies only to a Service Order or published service description that expressly incorporates it. It does not create a numeric availability commitment, response-time commitment, or service-credit entitlement unless the applicable Order or service description states the relevant target and remedy.

Scope

This SLA applies to the production components identified in the applicable Order. Domains, third-party networks and software, beta or trial services, customer-managed systems, professional services, and features identified as excluded are outside scope unless expressly included.

Availability measurement

Where an availability target applies, monthly availability equals total minutes in the calendar month, less qualifying unavailability, divided by total minutes in the month, multiplied by 100. Measurement is based on Register.ly’s monitoring at the applicable service boundary. A Service is unavailable only when the covered production component cannot materially perform its core function for substantially all affected users.

Exclusions

Qualifying unavailability excludes scheduled or emergency maintenance; Customer Content, code, configuration, credentials, users, or equipment; customer-requested changes; exceeding purchased limits; permitted suspension; internet conditions outside Register.ly’s reasonable control; registry, registrar, certificate-authority, software-vendor, cloud-provider, or other third-party failures outside the covered boundary; force majeure; and beta, preview, trial, or free services.

Maintenance

Register.ly may perform scheduled maintenance during published or notified windows and will provide reasonable advance notice of material disruption when practicable. Emergency maintenance may occur without advance notice when reasonably necessary for security, legal compliance, or stability.

Incident priorities and support

Support channels, hours, priority definitions, and initial-response targets are stated in the applicable support plan or Order. Response targets measure acknowledgement and initial engagement, not resolution. Resolution depends on cause, complexity, customer cooperation, third parties, and available remedies.

Customer duties

To receive SLA support or credit, Customer must maintain accurate contacts, use supported configurations, promptly open a ticket through https://my.register.ly, provide sufficient diagnostics, cooperate with troubleshooting, and mitigate impacts within Customer’s control.

Service credits

A service credit is available only where the applicable Order or service description expressly states an availability target and credit schedule. Credits apply to future invoices for the affected Service, cannot exceed the fees paid for that Service during the affected month, and have no cash value except where mandatory law requires otherwise.

A credit is Customer’s sole contractual remedy for failure to meet an SLA target, without limiting rights that cannot lawfully be excluded. Credits do not apply to taxes, one-time fees, third-party charges, domain transactions, licences, professional services, or unaffected usage.

Claims

Submit an SLA claim through the client area within 30 days after the affected month. Identify the account, affected Service, incident dates and times with time zone, ticket numbers, and requested credit. Register.ly may compare the claim with monitoring and support records. Late or incomplete claims may be denied unless mandatory law requires otherwise.

Changes and contact

Register.ly may update this SLA prospectively as described in the Terms of Service. Existing committed service levels remain subject to change protections in the applicable Order. Support and claims: https://my.register.ly.