Service Level Agreement
Last Modified: April 22 2024
Introduction
DropCatch.ai 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 DropCatch.ai are subject to the following SLA:
| Version | Date | Changelog | Author |
|---|---|---|---|
| 1.0 | 01.04.2024 | SLA is created | J. Dervishi |
Indemnification
You agree to use all DropCatch.ai services and facilities at your own risk. DropCatch.ai specifically disclaims all warranties of merchantability and fitness for a particular purpose. In no event shall DropCatch.ai 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
DropCatch.ai shall not be responsible for any claimed damages, including incidental and consequential damages, which may arise from DropCatch.ai going off-line or being unavailable for any reason whatsoever.
Availability & Response Times for Core Services
With regards to the availability of specific services, DropCatch.ai 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 DropCatch.ai will basically provide for the same availability and response times.
You can monitor our service status at https://status.dropcatch.ai/.
Regular Availability and Calculation Period
In general, all technical (not manual) services will be available for 24 hours on 7 days a week. DropCatch.ai will be available for 99.0% of time per month, thus DropCatch.ai 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 (Barcelona, Spain 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 (Barcelona 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 DropCatch.ai.
Classification of Malfunctions
Perceived errors and malfunctions will be categorised 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 categorised other or are caused by a 3rd party provider. | Response Time: 5 working days Resolution Time: unspecified |
Disclaimer
DropCatch.ai cannot be held liable for system downtime, crashes, or data loss. DropCatch.ai retains the right to change any or all of the above Policies, Guidelines, and Disclaimer without notification.