Service Level Agreement
Our uptime commitments, response time targets, and service guarantees for Dervishi Domains customers.
📅 Last updated: January 2025 — Effective immediately for all Dervishi Domains customers.
99.9%
Uptime SLA
<24h
Support Response
24/7
Monitoring
15 min
DNS Propagation
1. Scope
This Service Level Agreement (“SLA”) is between Klaudia Dervishi PF (NUIS: L91612007S), trading as Dervishi Domains, and the customer using domain registration and related services at dervishi.es.
2. Availability Commitment
| Service | Monthly Uptime Target | Maximum Downtime |
|---|---|---|
| Domain Registration Portal | 99.9% | 43.8 minutes/month |
| DNS Resolution | 99.99% | 4.4 minutes/month |
| WHOIS Service | 99.5% | 3.6 hours/month |
| Customer Dashboard | 99.5% | 3.6 hours/month |
3. Incident Response Times
| Severity | Definition | First Response | Resolution Target |
|---|---|---|---|
| Critical | Complete service outage | 1 hour | 4 hours |
| High | Major feature unavailable | 4 hours | 8 hours |
| Medium | Partial degradation | 8 hours | 24 hours |
| Low | Minor issue or question | 24 hours | 72 hours |
4. Service Credits
| Monthly Uptime Achieved | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
To claim a service credit, submit a request to [email protected] within 30 days of the incident.
5. Exclusions
- Scheduled maintenance communicated in advance
- Force majeure events (natural disasters, government actions, etc.)
- Third-party service failures outside Dervishi Domains’ control
- Customer misuse, abuse, or violation of our Terms of Service
- Registry outages or policy-enforced suspensions
6. Contact
Klaudia Dervishi PF — Support
Email: [email protected]
Address: Myslym Shyri, 1/3/56, 1001, Tirana, Albania
NUIS: L91612007S