Effective Date: October 19.2026
Last Updated: August 10.2026
- PURPOSE AND LEGAL EFFECT
This Service Level Agreement (“SLA“) sets forth the service availability standards, support commitments, incident-management procedures, maintenance provisions, and related service standards applicable to eligible services provided by RootHosts (“RootHosts,” “we,” “our,” or “us“).
This SLA forms an integral part of the RootHosts Terms of Service (“Terms“) and shall be incorporated into each applicable Service Order, subscription, quotation, or Statement of Work where expressly designated as applicable.
This SLA is intended to establish transparent and commercially reasonable service standards and to provide Customers with a clear framework for service availability, technical support, incident response, and service remediation.
Except where expressly stated otherwise, this SLA establishes target service levels and response standards, not an unconditional guarantee of uninterrupted service.
- DEFINITIONS
For purposes of this SLA:
“Availability” means the percentage of time during an applicable calendar month that an SLA-covered Service is operationally accessible from the relevant RootHosts service endpoint, subject to the exclusions contained in this SLA.
“Downtime” means a period during which an applicable SLA-covered Service is unavailable due to a failure attributable to RootHosts and not otherwise excluded under this SLA.
“Incident” means an actual or suspected interruption, degradation, security event, or material malfunction affecting an SLA-covered Service.
“Maintenance Window” means a period during which RootHosts performs scheduled or emergency maintenance, upgrades, repairs, security measures, or infrastructure modifications.
“Service Credit” means a credit against future charges that may be issued to an eligible Customer where an expressly applicable availability commitment is not achieved.
- SERVICES SUBJECT TO THIS SLA
Subject to the applicable Service Order or service plan, this SLA may apply to:
- Shared Hosting Services;
- Dedicated Server Services;
- Virtual Private Server (VPS) Services;
- Cloud Infrastructure Services;
- Managed VPS Services;
- Managed Proxmox VE Cloud Services;
- Server Administration Services;
- Infrastructure Monitoring Services;
- Backup and Infrastructure Support; and
- other managed IT or infrastructure services expressly identified as SLA-covered.
The specific service level applicable to a Customer shall be determined by the applicable Service Order, service plan, quotation, or written agreement.
Unless expressly stated otherwise, the following are not subject to a guaranteed uptime commitment:
- customer-managed applications;
- third-party software;
- Customer-controlled configurations;
- external DNS providers;
- third-party networks;
- telecommunications services;
- VPN endpoints operated outside RootHosts’ direct control;
- professional consulting services; and
- services wholly dependent upon third-party infrastructure.
- SERVICE AVAILABILITY COMMITMENT
RootHosts shall exercise commercially reasonable efforts to maintain the availability, reliability, and operational integrity of SLA-covered Services.
Unless a different commitment is expressly specified in the applicable Service Order, the standard monthly availability target shall be:
99.9% Monthly Availability
This target represents the intended operational standard for eligible Services and shall be measured in accordance with the methodology established by this SLA.
Availability of a particular Customer application, website, software package, database, or configuration shall not be deemed equivalent to availability of the underlying RootHosts Service.
- AVAILABILITY MEASUREMENT
Monthly availability shall generally be calculated using the following formula:
Availability = (Total Monthly Minutes − Qualifying Downtime) ÷ Total Monthly Minutes × 100
RootHosts shall determine service availability using commercially reasonable monitoring methodologies, including infrastructure monitoring systems, network monitoring, server logs, service health records, and related technical information.
RootHosts’ contemporaneous monitoring records shall constitute the primary operational record for determining availability, subject to correction in the event of a demonstrated material measurement error.
- EXCLUDED EVENTS
Downtime shall not be considered a failure to satisfy an applicable availability commitment where caused by circumstances outside the reasonable operational control of RootHosts or by circumstances attributable to the Customer.
Excluded events include, without limitation:
- scheduled maintenance;
- emergency maintenance reasonably required to protect infrastructure;
- Customer-requested maintenance;
- Customer misconfiguration;
- Customer-installed software or applications;
- Customer negligence or unauthorized activity;
- suspension resulting from non-payment;
- suspension arising from breach of the Terms or AUP;
- DDoS or other malicious attacks originating from third parties;
- failures of telecommunications carriers or upstream networks;
- failures of third-party infrastructure;
- Internet routing failures outside RootHosts’ control;
- DNS failures attributable to third parties;
- force majeure events; and
- any other event expressly excluded under the applicable Service Order.
- SCHEDULED MAINTENANCE
RootHosts may periodically conduct scheduled maintenance for purposes including:
- hardware replacement;
- software upgrades;
- security patching;
- infrastructure optimization;
- network maintenance;
- capacity expansion;
- system upgrades;
- vulnerability remediation; and
- performance improvements.
Where reasonably practicable, RootHosts shall provide advance notice of scheduled maintenance through the applicable customer communication channel.
Scheduled maintenance shall not constitute SLA downtime.
Where an immediate intervention is reasonably necessary to address a security vulnerability, infrastructure failure, or other material risk, RootHosts may conduct emergency maintenance without advance notice.
- INCIDENT MANAGEMENT
RootHosts shall maintain reasonable procedures for identifying, classifying, escalating, investigating, and resolving service incidents.
Upon identification or notification of a material incident, RootHosts shall use commercially reasonable efforts to:
- acknowledge the incident;
- determine its scope and severity;
- identify the probable cause;
- implement appropriate containment measures;
- restore affected Services;
- provide relevant status information where appropriate; and
- take reasonable corrective or preventive measures.
The time required to resolve an incident will depend upon its nature, complexity, severity, root cause, and the availability of necessary third-party resources.
- INCIDENT PRIORITY AND RESPONSE TARGETS
RootHosts may classify incidents according to the following severity levels.
Priority 1 — Critical
A complete or substantial failure of a production Service causing material interruption to the Customer’s principal operations.
Target Initial Response: Within 1 hour.
Priority 2 — High
A significant degradation or partial failure materially affecting the functionality or performance of a production Service.
Target Initial Response: Within 4 hours.
Priority 3 — Standard
A non-critical technical issue that does not materially prevent use of the principal Service.
Target Initial Response: Within 1 Business Day.
Priority 4 — Informational
General inquiries, configuration assistance, documentation requests, or non-urgent technical matters.
Target Initial Response: Within 2 Business Days.
These are initial response targets only and do not constitute guaranteed resolution or restoration times.
- TECHNICAL SUPPORT
RootHosts shall provide technical support through the support channels designated for the applicable Service.
Depending upon the Service purchased, technical support may include:
- infrastructure troubleshooting;
- server administration;
- operating system assistance;
- network diagnostics;
- service configuration;
- monitoring-related investigations;
- infrastructure security assistance;
- performance analysis; and
- incident coordination.
Unless expressly included in a Service Order, RootHosts is not responsible for administering or repairing third-party applications, unsupported software, Customer-developed code, or systems outside RootHosts’ administrative control.
- CUSTOMER COOPERATION
The Customer shall provide all information, access, logs, configuration details, and reasonable cooperation necessary for RootHosts to investigate and resolve an Incident.
The Customer shall:
- accurately describe the issue;
- provide relevant error messages and diagnostic information;
- identify affected systems and services;
- provide authorized access where reasonably necessary;
- promptly respond to reasonable technical requests.
Where the Customer fails to provide necessary cooperation, any resulting delay shall not constitute a failure by RootHosts to satisfy its obligations under this SLA.
- MONITORING AND SERVICE MANAGEMENT
RootHosts may continuously or periodically monitor its Infrastructure for purposes including:
- availability measurement;
- incident detection;
- performance management;
- capacity planning;
- security monitoring;
- troubleshooting;
- abuse prevention; and
- service improvement.
Monitoring shall not constitute an obligation to continuously inspect Customer Content or Customer-managed applications.
- SECURITY INCIDENTS
Where an Incident arises from a cybersecurity event, RootHosts shall take commercially reasonable measures to contain, investigate, mitigate, and remediate the affected Infrastructure.
Depending upon the circumstances, such measures may include:
- traffic filtering;
- DDoS mitigation;
- network isolation;
- service restriction;
- credential reset;
- infrastructure hardening;
- malware remediation;
- system restoration; and
- other reasonable security controls.
Where an Incident involves personal data, RootHosts shall address the matter in accordance with applicable data protection legislation and its Privacy Policy.
- BACKUP AND DISASTER RECOVERY
Where backup services are expressly included in the applicable Service, RootHosts shall perform backup and restoration operations in accordance with the applicable service specifications.
Unless expressly guaranteed in writing, no backup service constitutes an absolute guarantee against data loss or complete restoration.
The Customer remains responsible for maintaining independent backups of critical data appropriate to its own business continuity requirements.
- SERVICE CREDITS
Where a Service Order expressly provides for Service Credits, an eligible Customer may receive a credit where RootHosts fails to meet the applicable monthly availability commitment.
Unless otherwise specified:
- the Service Credit shall apply only to the affected Service;
- the Service Credit shall be calculated against the applicable recurring service fee;
- Service Credits shall not be redeemable for cash;
- Service Credits shall not be transferable;
- the aggregate Service Credits for any billing period shall not exceed the recurring fee attributable to the affected Service for that period.
Service Credits shall constitute the Customer’s contractual remedy for the specific SLA failure, subject to mandatory rights that cannot lawfully be excluded.
- SERVICE CREDIT CLAIM PROCEDURE
A Customer seeking a Service Credit must submit a written claim within seven (7) calendar days following the end of the calendar month in which the alleged SLA failure occurred.
The claim must include sufficient information to allow RootHosts to investigate, including:
- Customer identification;
- affected Service;
- relevant service identifier;
- dates and times of the alleged outage;
- description of the incident; and
- supporting technical evidence, where available.
Failure to submit a timely claim shall constitute a waiver of the applicable Service Credit claim to the extent permitted by law.
- THIRD-PARTY INFRASTRUCTURE
RootHosts may utilize third-party data centres, network operators, cloud infrastructure providers, telecommunications carriers, hardware providers, software vendors, security providers, and other technology partners in delivering the Services.
RootHosts shall exercise reasonable commercial diligence in selecting and managing such providers.
However, RootHosts shall not be deemed to guarantee the uninterrupted performance of infrastructure that is outside its direct operational control.
- SERVICE MODIFICATIONS
RootHosts may modify, upgrade, replace, migrate, or restructure its Infrastructure where reasonably necessary to:
- improve reliability;
- enhance security;
- increase capacity;
- comply with applicable law;
- address vulnerabilities;
- implement technological improvements; or
- maintain the long-term stability of the Services.
Where a material planned change is reasonably expected to affect an SLA-covered Service, RootHosts shall provide reasonable advance notice where practicable.
- LIMITATION OF SLA COMMITMENTS
Except for specific commitments expressly stated in an applicable Service Order or this SLA, RootHosts makes no representation or warranty concerning:
- uninterrupted availability;
- error-free operation;
- specific application performance;
- specific network latency;
- restoration of all Customer Data;
- compatibility with third-party software;
- protection against every possible cybersecurity event.
The Customer acknowledges that Internet infrastructure inherently involves dependencies outside the exclusive control of RootHosts.
- NO GUARANTEE OF RESOLUTION TIME
Response targets under this SLA represent the period within which RootHosts intends to acknowledge and begin addressing an Incident.
They do not constitute guaranteed resolution, recovery, restoration, or remediation deadlines.
RootHosts shall nevertheless use commercially reasonable efforts to restore affected Services as promptly as reasonably practicable.
- CUSTOMER’S REMEDIES
Except where mandatory law provides otherwise, the Service Credits expressly provided under this SLA shall constitute the Customer’s exclusive financial remedy for failure to meet an applicable service availability commitment.
Nothing in this provision shall exclude or restrict any liability or legal right that cannot lawfully be excluded or restricted.
- RELATIONSHIP WITH OTHER AGREEMENTS
This SLA shall be read together with the RootHosts Terms of Service, Acceptable Use Policy, Privacy Policy, Refund & Cancellation Policy, Billing & Payment Policy, and applicable Service Order.
In the event of a conflict:
- the applicable Service Order shall prevail with respect to service-specific commitments;
- this SLA shall govern service-level matters;
- the Terms of Service shall govern general contractual matters; and
- mandatory applicable law shall prevail over all contractual provisions.
- AMENDMENTS
RootHosts may amend this SLA from time to time to reflect changes in applicable law, technology, Infrastructure, security requirements, service architecture, or operational practices.
Material amendments shall be communicated through reasonable means and shall become effective on the date specified in the revised SLA.
- GOVERNING LAW AND JURISDICTION
This SLA shall be governed by and construed in accordance with applicable European Union law and the mandatory laws of the jurisdiction in which RootHosts lawfully operates.
Nothing in this SLA shall deprive a consumer of any mandatory rights or protections available under applicable consumer protection legislation.
Any dispute shall be subject to the jurisdiction of the competent courts determined under applicable law.
- SEVERABILITY
If any provision of this SLA is determined to be invalid, unlawful, or unenforceable, that provision shall be modified or severed to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.
- CONTACT INFORMATION
RootHosts
Website: RootHosts.com
Technical Support: support@roothosts.com
General Contact: info@roothosts.com
Security & Abuse: info@roothosts.com
Business Address: info@roothosts.com