Service Level Agreement

Introduction

Dervishi.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 Dervishi.es are subject to the following SLA:

Version Date Changelog Author
v01 25.01.2021 SLA is created Klaudia Dervishi

Indemnification

You agree to use all Dervishi.es services and facilities at your own risk. Dervishi.es specifically disclaims all warranties of merchantability and fitness for a particular purpose. In no event shall Dervishi.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.

Payments

Domain registrations are pre-paid. We follow the global domain registration policies as defined by the original sellers.

Limitation of Liability

Dervishi.es shall not be responsible for any claimed damages, including incidental and consequential damages, which may arise from Dervishi.es going off-line or being unavailable for any reason whatsoever.

Availability & Response Times for Core Services

With regards to the availability of specific services, Dervishi.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 Dervishi.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 for 24 hours on 7 days a week. The Dervishi.es API will be available for 99.0% of time per month, thus Dervishi.es will not be available for less than 7.5 hours per month.

Maintenance Windows

The regular availability is exempt by 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 the customers with at least 3 working days’ notice (Tirana working days). Maintenance windows of third-party-providers are not included.

Response and Reporting

Communication Channels

During service Hours:

Support is only provided via the ticketing system available under your account. These tickets are monitored during service hours.

The service hours are Monday – Friday, 9:00 – 17:00 (Tirana Time, expect for the 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.

Resolution

A duty to recover any errors exists only with regards to repeatable malfunctions. Submitted errors and malfunctions are to be cleared by Dervishi.es.

Classification of Malfunctions

Perceived errors and malfunctions will be categorized as follows:

Priority Response & Resolution Times
High

An incoming error message is classified as "high priority" if a substantial number of customers are unable to process domains

Response Time: 4 hours
Resolution Time: 24 hours
Medium

An incoming error message is classified as "medium priority" if a substantial number of customers are unable to process secondary feature set of our services

Response Time: 24 hours
Resolution Time: 5 working days
Low

An incoming error message is classified as "low priority" if it impacts a selected number of customers where they are unable to process domains or secondary feature set of our services

Response Time: 3 working days
Resolution Time: 28 working days
Other

Malfunctions that cannot be assigned to one of the priorities stated above will be categorized other or are caused by a 3rd party provider.

Response Time: 7 working days
Resolution Time: unspecified

Disclaimer

Dervishi.es cannot be held liable for system downtime, crashes, or data loss. Dervishi.es retains the right to change any or all of the above Policies, Guidelines, and Disclaimer without notification.