Dommate · Legal

Service Level Agreement (SLA)

Effective: 2026-05-04 · Version: v1.6
Operator: Dommate
Authoritative version: English. Translations are not provided for legal text.
Important: this is a target-level commitment, not a money-backed SLA. The Service is free; no service credits or refunds apply. Liability limitations are governed by ToS §9.

1. Availability

Target: monthly 99.5% availability for:

  • dommate.com / www.dommate.com frontend.
  • api.dommate.com HTTP API.
  • Resolvability of DNS records hosted on DNSPod International authoritative DNS for active domains across all five suffixes.

Excluded from availability target:

  • Cloudflare or DNSPod global incidents.
  • Alibaba Cloud ECS host incidents.
  • Mis-configured user-added records (pointing at invalid IPs or unreachable hosts).
  • Planned maintenance (§5).
  • Force majeure (see ToS §13).

2. Review Turnaround

Review turnaround targets
ScenarioTarget
Score-based auto-approval (score ≥ suffix threshold)Immediate (typically < 60s)
Human review1–3 business days
Independent website / package publish token auto-verify≤ 10s
Support ticket (ticket@dommate.com)7–15 business days

Business days: Beijing time Mon–Fri 09:00–18:00, excluding PRC public holidays.

3. Abuse Response

Identical to AUP §6:

Abuse Response SLA
CategoryResponse
CSAMImmediate
Phishing / Malware24 hours
Other (copyright, spam, etc.)72 hours

4. Expiry & Renewal

Cycle: each domain is held for 1 year from approval. Renewal is always ¥0.00 — the cycle exists solely so unused domains can be reclaimed, not to monetize.

Renewal window: last 4 months before expiry (≤ 120 days remaining) + 30-day grace after expiry. Renewable from the dashboard with one click.

Expiry timeline
StageAction
T-30 daysReminder email 1/4 ("30 days until expiry")
T-7 daysReminder email 2/4 ("7 days until expiry")
T (expiry day)Reminder email 3/4 + status → expired (DNS still resolves, 30-day grace begins)
T+30 daysReminder email 4/4 + NS revoked + status → revoked (label not reassigned, ToS §7)

Renewing within grace restores 'active' status without DNS interruption. After successful renewal, remaining reminder emails for the cycle are skipped.

5. Planned Maintenance

  • Regular maintenance: as needed, typically ≤ 15 min during off-peak hours.
  • Major changes: 48 hours' advance email notice.
  • Emergency security patches: no advance notice; post-mortem disclosed.

6. Service Modification or Termination

  • Going paid / shutting down: 30 days' notice; existing domains remain active through notice period.
  • Policy changes: typically 14 days' notice.

7. Incident Transparency

For incidents affecting multiple users for more than 30 minutes, we commit to:

  • Publish a brief postmortem within 1 business day.
  • If a data breach is involved, notify regulators and affected users within 72 hours per PIPL.

8. Nature of this SLA

This SLA is an aspirational statement by the operator, not a contractual obligation, and does not give rise to monetary liability. Limitations are governed by ToS §9 (disclaimer to the extent permitted by applicable law, excluding willful misconduct or gross negligence). Best-effort basis.

9. Contact