How we handle availability and support.
Modusdom is run by a small team. We aim to be reliable and responsive, but we don't publish a formal SLA with uptime guarantees or service credits — the registries, mailbox providers, and DNS networks behind us each set their own, and we won't pretend to underwrite theirs. Last updated: July 16, 2026.
Availability — what we target, what we don't guarantee
The pieces of the service have very different reliability profiles. We tell you honestly which we control and which we don't:
- Domain registry operations (registrations, renewals, transfers, DNS-zone edits) run on OpenSRS / Tucows infrastructure — ICANN-grade. Their historical uptime is >99.99%, but their SLA is with us, not with you. If they go down, your domain doesn't disappear — the registry record stays put.
- Modusdom DNS hosting is anycasted on OpenSRS infrastructure. Effectively 100% in practice but we don't guarantee a number.
- Customer dashboard (this site) runs on Hostinger shared LiteSpeed. Hostinger publishes a 99.9% uptime target. The dashboard being down does not affect already-registered domains or live mailboxes — only your ability to make changes.
- Email service — when on Modusdom Mailbox (OpenSRS Hosted Email) or Google Workspace / Microsoft 365 via partner, those providers' availability terms apply. We publish their SLA URLs on request.
Support — best-effort, no formal SLA
Support is email-only at hello@modusdom.com. No phone, no chat. Real human replies, no chatbot first responder.
Our internal targets — not promises — are:
| Issue type | Target first response |
|---|---|
| Domain not resolving / DNS broken / mailbox down | Same business day |
| Renewal / billing | 1–2 business days |
| General questions / account help | 1–2 business days |
Business hours are Mon–Fri 9:00–18:00 Eastern. After-hours emails get read when we can swing it — not on a clock. Mark the subject URGENT if it's a true outage so we can spot it in the inbox.
If something goes wrong
Email us. Describe the issue, paste any error messages, include the affected domain or order ID. We'll work the problem until it's resolved, escalate to OpenSRS / Hostinger / Stripe / the mailbox provider where the root cause lives, and keep you in the loop.
If we made a billing error (charged you wrong, double-charged, charged after cancellation), we refund. See the refund policy.
What you should know about service credits
We do not offer percentage-based service credits or refunds for downtime. Two reasons:
- The reliability we lean on (registry, DNS network, mailbox cluster) is run by third parties; promising you something we can't underwrite from our own balance sheet would be dishonest.
- Domains and email at this scale are commodity infrastructure. The value of a domain isn't its uptime SLA — the registry guarantees the registration period regardless of any registrar's downtime. The value is honest pricing and a human who answers email.
If you genuinely need a contractual uptime SLA with credits (e.g., an enterprise procurement requirement), we're probably not the right registrar for you. Hover (Tucows direct), MarkMonitor, or CSC Global publish formal SLAs and charge accordingly.
Maintenance and outages
Planned maintenance is rare; when it happens we email a heads-up at least 24 hours ahead. Unplanned outages we acknowledge on the dashboard when we know about them. We're a small operation — we don't run a status page yet. If something looks wrong, just email us.