Service Level Agreement

Introduction

This Service Level Agreement (SLA) is a policy governing the use of the Domain Registration Services ("Services") provided by Puzzle Rocket LLC ("Service Provider") to its customers and users ("Customer" or "You") via www.domainrocket.net. This SLA outlines the terms under which these services are provided and the levels of availability and support the Customer can expect.

Service Provider Information

• Company Name: Puzzle Rocket LLC
• Service Website: www.domainrocket.net
• Contact Information: [email protected]

Service Commitments

1. Service Availability:

Puzzle Rocket LLC commits to a monthly uptime percentage of 99.9% for its domain registration services, not including planned maintenance periods. Availability is measured based on the server uptime and the ability of users to register, renew, and manage domains through the platform.

2. Maintenance and Downtime:

Scheduled maintenance will be communicated at least 48 hours in advance and will aim to be conducted during off-peak hours to minimize impact. In the event of unscheduled maintenance or downtime, customers will be notified as soon as possible via email or system notification.

3. Support Services:

Customer support will be available 24/7 via email and live chat. Phone support will be available from 9:00 AM to 5:00 PM EST, Monday through Friday, excluding public holidays. Support response times: Initial response within 1 hour for critical issues, within 4 hours for high priority, and within 24 hours for general inquiries.

4. Data Protection:

Puzzle Rocket LLC will implement industry-standard security measures to protect customer data and ensure confidentiality, integrity, and availability. Customers are responsible for maintaining the security of their account information and authentication credentials.

5. Service Credits:

In the event of failure to meet the monthly uptime commitment, Puzzle Rocket LLC will offer service credits to affected customers, as follows:

• 99% to 99.9% uptime: 5% of the monthly service fee credited
• 95% to 99% uptime: 10% of the monthly service fee credited
• Below 95% uptime: 20% of the monthly service fee credited

6. Exclusions:

This SLA does not apply to any performance issues:

• Caused by factors outside of Puzzle Rocket LLC’s reasonable control (e.g., natural disasters, wars, acts of government).
• Resulting from any actions or inactions of the Customer or any third parties.
• Caused by the Customer's equipment and/or third-party equipment not within the primary control of Puzzle Rocket LLC.

Modification and Termination

Puzzle Rocket LLC reserves the right to revise this SLA from time to time. Customers will be notified of significant changes through the contact information provided. Either party may terminate the agreement with written notice if the other party fails to comply with any term or condition outlined in this SLA.

Governing Law

This SLA and the provision of services by Puzzle Rocket LLC shall be governed by and construed in accordance with the laws of the jurisdiction in which Puzzle Rocket LLC is registered.