Service Level Agreement (SLA) for GateHills
1. Introduction
This Service Level Agreement ("SLA") outlines the service expectations, performance standards, and responsibilities of GateHills ("Service Provider") towards its users ("Customers"). This SLA is a legally binding agreement that ensures quality, availability, and reliability of the services offered, in compliance with TDRA policy for registrar 11.12.9 of the Registry-Registrar Agreement.
2. Scope of Services
The Service Provider offers a platform for users to buy and sell domain names. The services include:
- Domain listing and marketplace services
- Domain ownership transfer assistance
- Secure payment processing
- Customer support and dispute resolution
3. Service Levels
Service levels include the following key items:
a. Opening Hours: Customer support and operational services are available during the following hours: [Operating Hours].
b. Response Times:
- Critical Issues (e.g., service outages, payment failures): Response within 1 hour
- Major Issues (e.g., listing errors, domain transfer delays): Response within 4 hours
- General Inquiries (e.g., account issues, feature requests): Response within 24 hours
c. Payment Methods: Accepted payment methods include:
- Credit/Debit Cards
- Bank Transfers
- Online Payment Gateways (e.g., PayPal, Stripe, etc.)
d. Description of Products and Services: The Service Provider offers domain registration, domain marketplace listings, domain transfer facilitation, and secure escrow services.
e. Company Details:
- Company Name: GateHills
- Registered Address: [Company Address]
- Contact Information: support@gatehills.com
- Legal Entity Number: [Entity Number]
f. Domain Name Fees: Fees for domain registration, renewal, and transfer are as follows:
- Registration Fee: [Price]
- Renewal Fee: [Price]
- Transfer Fee: [Price]
- Premium Domains: Priced on a case-by-case basis
4. Service Availability & Uptime Commitment
The Service Provider commits to maintaining a 99.9% uptimefor its website and services, excluding scheduled maintenance and force majeure events. Uptime is calculated on a monthly basis and excludes:
- Scheduled maintenance (notified 24 hours in advance)
- Force majeure events (natural disasters, cyberattacks, etc.)
- Issues caused by third-party service providers
5. Security & Data Protection
The Service Provider ensures that user data, including payment information and domain ownership details, are encrypted and securely stored. Compliance with relevant data protection laws (e.g., GDPR, CCPA) is maintained at all times.
6. Compensation for Downtime
If the service uptime falls below 99.9% in a given month, customers may be eligible for service credits as follows:
- 99.0% - 99.89% uptime: 5% credit on subscription fees
- 98.0% - 98.99% uptime: 10% credit on subscription fees
- Below 98.0% uptime: 20% credit on subscription fees Requests for compensation must be submitted within 30 days of the outage.
7. Limitations of Liability
The Service Provider is not responsible for:
- Loss of domains due to user negligence or misconfiguration
- Failures caused by third-party services (e.g., registrars, payment gateways)
- Financial losses resulting from delays in transactions or domain transfers
8. Termination & Modifications
This SLA remains effective as long as the user continues to use the service. The Service Provider reserves the right to modify the terms of this SLA with a 30-day notice. Users who do not agree to the changes may terminate their use of the services.
9. Dispute Resolution
In case of disputes, parties agree to resolve issues through mediation or arbitration before seeking legal action. Governing law shall be United Arab Emirates (UAE).
10. Contact Information
For SLA-related inquiries, users may contact: support@gatehills.com
11. Domain Website
For SLA-related inquiries, users may contact: support@gatehills.com
- Main Website: gatehills.com
- Dashboard: dash.gatehills.com
By using GateHills, users agree to the terms outlined in this SLA.
