Service Level Agreement
Last updated: March 15, 2026
This Service Level Agreement ("SLA") describes the service commitments for YourNewFirm, provided by Life But Easier. This SLA applies to all active subscribers.
1. Email Uptime
We target 99.9% email uptime measured on a monthly basis. "Uptime" means that our email routing and delivery systems are operational and processing email normally.
Uptime excludes:
- Scheduled maintenance windows (announced at least 24 hours in advance)
- Outages caused by third-party providers (domain registrars, upstream email providers)
- Issues caused by customer actions (e.g., changing DNS records without coordination)
- Force majeure events
2. Setup Timeline
| Service Type | Target Timeline |
|---|---|
| New Domain Registration | 24 hours from payment confirmation |
| Bring Your Own Domain (BYOD) | 48–72 hours from payment confirmation |
Setup timelines begin once payment is confirmed and we have received all necessary information from you (business name, preferred email address, domain access credentials if applicable).
Delays caused by domain registrar processing, incomplete customer information, or DNS propagation are excluded from these timelines.
3. Support Response Time
| Priority | Description | Response Time |
|---|---|---|
| Critical | Email completely down | 4 hours (business hours) |
| High | Email partially impaired | 12 hours (business hours) |
| Normal | General questions, changes | 24 hours (business days) |
Business hours are Monday through Friday, 9:00 AM to 5:00 PM Central Time, excluding U.S. federal holidays.
4. 48-Hour Go-Live SLA & Refund
For our $999 first-year launch package, we commit to your domain, website, and email being live within 48 hours of receiving your completed intake responses (firm name, mailbox names, registrar access where applicable).
If we miss the 48-hour SLA for reasons within our control, you are entitled to a 100% refund of the $999 first-year fee. We issue the refund through Stripe within 1 business day of acknowledging the miss; your bank typically posts the refund within 5–10 business days, depending on your card issuer.
The 48-hour clock pauses (and does not run) while we are waiting on you or your registrar — for example, when you have not yet provided intake responses, have not accepted our DNS-access delegation invitation, or have not supplied a working scoped API token. The clock resumes the moment that input arrives.
Force-majeure exceptions: The SLA does not run during outages or failures of upstream providers we depend on (Cloudflare, Stripe, Forward Email, the customer's registrar), or during force-majeure events (natural disaster, internet backbone outage, etc.).
5. What This SLA Does Not Cover
- Email content or deliverability issues caused by spam-like sending practices on the customer's part
- Issues with your email client software (Gmail, Outlook, Apple Mail, etc.)
- Domain expiration due to non-payment of renewal fees
- Changes you make to DNS records without coordinating with us
- Delays caused by your registrar's processing time, ICANN verification requirements, or DNS propagation time
6. Contact
For support requests, contact us at: