This Service Level Agreement ("SLA") is a part of the contract between Tango Alpha Bravo Ltd ("Registrar") and its customers ("Customer") for the provision of domain registration services involving domains under the .UK top-level domain, as managed by Nominet UK ("Nominet").
1. Introduction
This SLA outlines the Registrar's commitment to service quality and sets out the levels of service to be provided, including availability, support, and procedures for handling domain-related requests.
2. Scope of Services
The services covered by this SLA include:
- Domain registration, renewal, and management for .UK domains.
- DNS hosting and management services.
- Abuse handling and resolution processes.
- Customer support related to domain name services.
3. Service Availability
3.1 Uptime Commitment
Tango Alpha Bravo Ltd commits to providing at least 99.9% uptime for its domain registration and DNS hosting services, excluding scheduled maintenance and events beyond our control (e.g., force majeure).
3.2 Scheduled Maintenance
Regular maintenance windows will be scheduled and communicated to Customers at least 48 hours in advance. Scheduled maintenance will not exceed 4 hours per month and will typically occur during off-peak hours to minimize disruption.
3.3 Unscheduled Maintenance
In the event of unscheduled maintenance, Tango Alpha Bravo Ltd will endeavor to notify Customers as soon as possible and work to restore full services promptly.
4. Support and Response Times
4.1 Support Availability
Customer support is available during the following hours:
- Monday to Friday: 9:00 AM to 5:00 PM (GMT/BST)
- Emergency Support: 24/7 for critical issues, such as domain availability or DNS failures.
4.2 Response Times
Tango Alpha Bravo Ltd commits to the following response times for support requests:
- Critical Issues: Initial response within 1 hour; resolution within 4 hours.
- High Priority: Initial response within 2 hours; resolution within 8 hours.
- Standard Issues: Initial response within 1 business day; resolution within 3 business days.
4.3 Escalation Process
If an issue is not resolved within the specified resolution time, it will be escalated to the next level of support until resolution is achieved.
5. Domain Management Obligations
5.1 Registrar Responsibilities
As a Nominet registrar, Tango Alpha Bravo Ltd agrees to:
- Register, renew, and manage .UK domains in accordance with Nominet's policies and procedures.
- Ensure accurate and up-to-date information is maintained for each domain.
- Comply with all applicable Nominet regulations, including the Data Quality Policy and WHOIS accuracy requirements.
- Handle domain-related complaints and abuse reports promptly and effectively.
5.2 Customer Responsibilities
Customers are required to:
- Provide accurate and up-to-date information for domain registration.
- Promptly notify Tango Alpha Bravo Ltd of any changes to their contact information.
- Comply with Nominet's Terms and Conditions, as well as any other relevant legal obligations.
6. Abuse Handling
Tango Alpha Bravo Ltd is committed to preventing and addressing any abuse involving domains registered through our services. We have established procedures to:
- Receive and process abuse complaints via abuse@tangoalphabravo.cloud.
- Investigate abuse reports within 24 hours of receipt.
- Take appropriate action, which may include suspension or cancellation of the domain, as necessary.
7. Data Protection
7.1 Data Handling
Tango Alpha Bravo Ltd will handle all personal data provided by the Customer in accordance with applicable data protection laws, including GDPR. The data will be used solely for the purpose of providing domain registration services.
7.2 Data Accuracy
Customers must ensure that the data provided for domain registration is accurate and kept up-to-date. Failure to provide accurate data may result in the suspension or cancellation of the domain.
8. Service Credits
If Tango Alpha Bravo Ltd fails to meet the service levels outlined in this SLA, the Customer may be eligible for service credits. Service credits are calculated as follows:
- Downtime exceeding 0.1% per month: Credit of 5% of the monthly fee for the affected service.
- Response time breaches: Credit of 5% of the monthly fee for each breach.
Service credits must be claimed within 30 days of the incident by contacting Tango Alpha Bravo’s support team.
9. Termination and Review
9.1 Termination
This SLA will automatically terminate if the Customer's domain registration contract with Tango Alpha Bravo Ltd is terminated. Either party may terminate this SLA upon 30 days' written notice.
9.2 SLA Review
This SLA will be reviewed annually or as required to ensure compliance with Nominet's policies and any applicable legal or regulatory changes.
10. Complaints Process
Tango Alpha Bravo Ltd are committed to providing exceptional service. If at any time you are dissatisfied with the services we provide, we encourage you to follow the process below to ensure your concerns are addressed promptly and effectively.
10.1 Contacting Us
If you wish to raise a complaint regarding our services, please contact our support team via:
10.2 Initial Response Time
Upon receiving your complaint, we aim to:
- Acknowledge your complaint within 8 business hours.
- Provide an initial response or resolution within 3 business days.
10.3 Escalation Process
If you are not satisfied with the initial resolution or response, you may escalate your complaint to the next level of management by:
- Requesting escalation through the same communication channels above, referencing your complaint ID.
Our escalation process ensures:
- A response from a senior team member or manager within 7 business days.
- Further investigation and resolution steps will be communicated during this period.
10.4 Final Resolution
We are dedicated to resolving all complaints to your satisfaction and will work with you to achieve a fair outcome. If a mutually acceptable resolution cannot be reached, we will provide information on further escalation options.
11. Governing Law
This SLA is governed by the laws of England and Wales, and any disputes arising out of or in connection with this SLA shall be subject to the exclusive jurisdiction of the courts of England and Wales.