RootHosts Service Level Agreement (SLA)
Version: 1.0
Effective Date: July 6, 2026
1. Purpose
This Service Level Agreement (“SLA”) sets out RootHosts’ commitments to service and provide all types of services we offer. It outlines availability targets, our responsibilities and the customer’s responsibilities.
2. Services Availability
RootHosts aims to provide a monthly network and infrastructure availability of 99.9%.
Availability is measured on a monthly basis and includes the virtualization platform, network connectivity, and host infrastructure.
3. Scheduled Maintenance
To ensure the stability, security and reliability of our infrastructure, scheduled maintenance may be performed. This may include preventive maintenance, software updates, hardware upgrades and other activities necessary for the normal operation of the platform. Customers will be notified in advance of any scheduled maintenance, where possible. Scheduled maintenance is not considered downtime and is not included in the calculation of the indicators under this SLA.
4. Support Response Targets
| Priority | Description | Initial Response Target |
|---|---|---|
| Critical | Your service is unavailable or you are experiencing a serious infrastructure outage | Within 1 hour |
| High | Significant service degradation | Within 4 hours |
| Normal | General technical issues | Within 12 hours |
| Low | General questions or requests | Within 24 hours |
These response times refer to the initial acknowledgement of the request and not necessarily the complete resolution.
5. Service Credits
| Monthly Availability | Service Credit |
|---|---|
| 99.0%–99.89% | 10% of monthly fee |
| 95.0%–98.99% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Service credits are applied to future agreements (such as civil contracts or invoices) and are not refundable in cash.
6. SLA Exclusions
- Scheduled maintenance.
- Customer configuration errors.
- Software installed or managed by the customer.
- DDoS attacks or malicious activity beyond reasonable mitigation.
- Force majeure events.
- Third-party service failures outside RootHosts’ control.
7. Customer Responsibilities
- Maintaining secure passwords and authentication.
- Keeping operating systems and applications updated.
- Maintaining backups unless a managed backup service has been purchased.
- Complying with RootHosts’ Terms of Service and Acceptable Use Policy.
8. Infrastructure
- Virtualization Platform: KVM
- Server Location: Germany
- Enterprise-grade dedicated server infrastructure.
- Continuous monitoring of network and server health.
9. Monitoring
Our infrastructure is monitored 24/7. Critical alerts are automatically generated and investigated as quickly as possible.
10. Contact
Information Inquiries to the support team can be submitted via the client portal or by email.
RootHosts is committed to providing its clients with reliable IT and hosting services, transparent communication, and continuous infrastructure improvement.
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