This agreement sets out the availability and support we commit to for the parts of the service we run ourselves, and the credit you receive if we miss it. It forms part of the Terms of Service.
1. What it covers
This agreement covers the parts we operate: this website, the client area and the API. The availability of a domain name itself depends on the registry and on DNS, and is not covered - resolution is decided by the global DNS system and the time it takes to propagate is not ours to control.
2. Availability commitment
| Service | Monthly availability target |
|---|---|
| Website and client area (sign-in, ordering, domain management, tickets) | 99.9% |
| API (api/v1) | 99.5% |
Availability is measured per calendar month: availability = (total minutes - unavailable minutes) / total minutes, based on our own monitoring records.
3. Planned maintenance
We may carry out planned maintenance (upgrades, migrations, security patches). We aim to give at least 24 hours notice in the client area and to schedule it when traffic is low; emergency security patches may be applied without notice. Planned maintenance does not count as unavailable time.
4. What is excluded
- Failures or policy changes of the registrar (GDG/Dynadot), the registries, ICANN, or the .hk registry operator (HKDNR).
- DNS propagation delay, changes in how a domain resolves, problems with your own network or ISP.
- Suspension for breach of the Terms of Service or the Acceptable Use Policy.
- Force majeure events.
- Problems caused by your own device, browser or third-party services.
- Planned maintenance announced in advance.
5. Service credits
| Monthly availability | Credit (% of the relevant monthly fee) |
|---|---|
| Below 99.9% but not below 99.0% | 5% |
| Below 99.0% but not below 95.0% | 10% |
| Below 95.0% | 25% |
- Credits are issued as account balance, are not convertible to cash, and are the sole remedy for that incident.
- You must claim within 30 days of the month in which the incident occurred (email h@ry.hk); otherwise the claim lapses.
- Domain registration fees do not attract a service credit, because registering a domain is not a service we operate.
6. Support response
| Priority | First response target |
|---|---|
| Urgent (outage, cannot sign in, suspected security incident) | Within 4 hours |
| Normal (a feature is misbehaving, billing question) | Within 1 working day |
| Low (questions, suggestions) | Within 2 working days |
These are first response targets, not resolution times. For urgent matters please open a ticket in the client area and select the urgent priority.
7. Reporting a fault
Please open a ticket or email h@ry.hk with the time it happened, the feature affected, any error message, and where you are connecting from, so that we can locate it quickly.