Service Level Agreement
Introduction
register.com.es provides domain registrations to clients worldwide, and we have a responsibility to protect each client and to provide the best services available. All clients of register.com.es are subject to the following SLA.
Indemnification
You agree to use all register.com.es services and facilities at your own risk. register.com.es specifically disclaims all warranties of merchantability and fitness for a particular purpose. In no event shall register.com.es be liable for any loss, or loss of data, or other commercial damage, including but not limited to special, incidental, consequential or other damages.
Limitation of liability
register.com.es shall not be responsible for any claimed damages, including incidental and consequential damages, which may arise from register.com.es going off-line or being unavailable for any reason whatsoever.
Availability and response times for core services
With regards to the availability of specific services, register.com.es is obliged to make all dispositions necessary to ensure that the services will be available on the production environment according to the availability specified in this document and the further specified service levels.
With regards to the sandbox environment no particular SLAs will be agreed upon; however, register.com.es will basically provide for the same availability and response times.
Regular availability and calculation period
In general, all technical (not manual) services will be available 24 hours a day, 7 days a week. register.com.es will be available for 99.0% of time per month, thus register.com.es will not be unavailable for more than 7.5 hours per month.
Maintenance windows
The regular availability is exempt from planned maintenance windows to the extent of 80 hours per year. The maximum length of a maintenance window is 8 hours. These maintenance windows will be announced to customers with at least 3 working days' notice (Barcelona, Spain working days). Maintenance windows of third-party providers are not included.
Response and reporting
Communication channels
During service hours: support is provided via the enquiry form on our Support page and by email. Requests are monitored during service hours.
Service hours are Monday to Friday, 9:00 to 17:00 (Barcelona time), except for official holidays.
Outside of service hours: we monitor our services closely and our internal services are handled via an internal SLA. For the purpose of this SLA no support is provided outside of service hours.
Response and resolution times
- Response Time
- 24 hours
- Resolution Time
- 3 days
Resolution
A duty to recover any errors exists only with regards to repeatable malfunctions. Submitted errors and malfunctions are to be cleared by register.com.es.
Disclaimer
register.com.es cannot be held liable for system downtime, crashes, or data loss. register.com.es retains the right to change any or all of the above policies, guidelines and disclaimer without notification.
Operated by Domain Registrar S.L., C/ de Calàbria 145, Esc. Izq., Entlo. 4, 08015 Barcelona, Spain · NIF B75994574.