RootHosts provides a Service Level Agreement (SLA) that defines our commitments regarding service reliability, availability, and support for the services we provide. We aim to maintain 99.9% monthly availability for our infrastructure, including network connectivity, virtualization platform, and server infrastructure.

Scheduled maintenance, system updates, and preventive activities required to maintain the stability and security of our platform are not considered service downtime. Customers will be notified in advance whenever possible.

Our support team responds according to the priority of each request — from critical incidents with an initial response within 1 hour to general inquiries with a response within 24 hours. If the guaranteed availability target is not achieved, service credits may be provided according to the SLA terms.

Our services are delivered on a KVM virtualization platform, using enterprise-grade infrastructure located in Germany, with continuous monitoring of server and network health.

For more information about availability guarantees, support response times, exclusions, and full SLA conditions, please visit our complete SLA document: https://roothosts.com/service-level-agreement-sla/

We understand that customers may have questions regarding VAT, the way services are provided, and contractual arrangements. Transparency, security, and trust are fundamental principles of our operations.

Currently, RootHosts consists of a team of two experienced IT specialists with extensive practical knowledge in IT infrastructure, server services, hosting solutions, and system administration.

We provide our services through service agreements (civil contracts in accordance with applicable European legislation), which clearly define the scope of services, terms, responsibilities, and commitments of both parties.

Since services are provided under this model and not through a VAT-registered company, Value Added Tax (VAT) is not applied.

For additional peace of mind and security for both parties, a written service agreement can be signed before any work begins. The agreement clearly defines the services provided, pricing, payment terms, responsibilities of each party, and all important aspects of the cooperation.

This approach ensures that customers have a clear understanding of the services they receive, the applicable conditions, and the responsibilities of each party. At the same time, RootHosts has a clear contractual framework to fulfill its commitments and provide reliable technical support.

Our goal is to build long-term relationships with our customers through transparent communication, responsible handling of customer information, and reliable delivery of IT and hosting services.

RootHosts follows the principle of data minimization. At this time, we do not collect or request sensitive personal information from our customers, such as copies of identity cards, passports, driver's licenses, payment card details, bank account numbers, or other similar documents.

To provide our services, we collect only the information necessary to create and manage a customer account, deliver technical support, and communicate with our customers. This typically includes your name, email address, country, and, if you choose to provide it, a contact phone number.

All personal data is processed in accordance with applicable legislation, including Regulation (EU) 2016/679 (General Data Protection Regulation – GDPR). We implement appropriate technical and organizational measures to protect personal information and do not sell, disclose, or share personal data with third parties for marketing or advertising purposes.

If access to a customer's services or data is required for diagnostics or technical support, such access is performed only with the customer's knowledge or at the customer's explicit request, unless otherwise required by applicable law.

RootHosts understands that trust is a key factor when choosing an IT and hosting provider. For this reason, customers have the right to request additional information regarding the way services are provided, contractual relationships, technical infrastructure, and security measures.

If a customer has additional questions or if certain aspects of a service are not sufficiently clear, RootHosts is committed to providing the necessary explanations within a reasonable timeframe, ensuring full transparency and clarity between both parties.

For each provided service, customers receive clear information regarding the selected service or plan, included parameters, service conditions, service period, and the price that the customer is required to pay according to the agreed terms.

RootHosts maintains full transparency regarding the services we provide and ensures that customers have a clear understanding of what they are requesting, what resources and services they receive, and under which conditions these services are provided.

Before starting work or activating a service, customers may request additional written confirmation of the agreed terms, scope of services, parameters, timelines, and responsibilities of both parties.

If a customer believes that a service has not been provided according to the agreed terms or that there is a discrepancy between the requested and delivered service, they have the right to contact RootHosts for clarification and for the necessary actions to be taken to resolve the matter.

RootHosts aims to resolve all situations through open communication, technical analysis, and fair cooperation with customers. Our goal is to ensure that every customer has confidence that the services they use are clearly described, properly delivered, and supported by transparent conditions.

Our goal is to build long-term relationships with our customers based on trust, reliability, and transparency, while providing dependable IT and hosting services.

Our infrastructure is located in Germany, Europe. Currently, we use dedicated physical servers that are leased from established infrastructure providers. Although the servers are not our physical property, we have full administrative control over their configuration, management, and maintenance.

The servers are hosted in professional data centers operated by Hetzner in Germany, providing reliable infrastructure, network connectivity, and physical protection of the equipment.

As RootHosts continues to grow, we are also working towards building our own infrastructure in Bulgaria, Europe, which will be announced once it is fully completed.

RootHosts is a provider of hosting services and complete IT solutions. We are relatively new to the market — approximately 3–4 years — but behind our company we have more than 10–12+ years of practical experience in Linux and Windows server administration, network security, infrastructure management, and hosting technologies.

During this time, we have worked with various server environments, network configurations, and IT infrastructures, allowing us to provide stable and reliable solutions tailored to the real needs of our customers.

We continuously improve our platforms, monitoring systems, and server infrastructure, with a strong focus on reliability, security, and long-term development.

Thanks to our experience and continuous system monitoring, we are often able to identify and respond to potential issues before they affect services or are noticed by customers. Our approach is proactive — we do not simply react to problems after they occur; we focus on preventing potential service interruptions and recurring issues.