Service Level Agreement (SLA)
Effective Date: 18 May 2025
Applies to: All HostingRoo.com cPanel hosting services.
At HostingRoo.com, we are committed to delivering high-performance, reliable web hosting services. This Service Level Agreement (SLA) outlines the uptime guarantees, support commitments, and compensation structure we offer to clients using our cPanel hosting plans.
1. Uptime Guarantee
HostingRoo.com guarantees 99.9% uptime on all cPanel hosting accounts, calculated on a monthly basis.
Uptime refers to the accessibility of your hosting service, excluding:
Scheduled maintenance with prior notice
Network or service interruptions caused by the client
Force majeure events (natural disasters, DDOS attacks, etc.)
Issues caused by third-party software or scripts
If we fail to meet the 99.9% uptime target, you may be eligible for service credits (see section 4).
2. Scheduled Maintenance
To ensure optimal performance and security, we perform regular maintenance. We strive to provide at least 24 hours’ notice for scheduled maintenance that may result in downtime, and we aim to conduct such maintenance during off-peak hours whenever possible.
Notifications will be posted on our status page or emailed to affected users.
3. Support Commitments
Our support team is available 24/7 via:
Email: support@hostingroo.com
Ticket System: [Link to client area/ticket portal]
We aim to respond to all tickets:
Critical Issues (e.g., server down): within 30 minutes
Standard Issues: within 2 hours
General Enquiries: within 12 hours
We do not guarantee resolution times, as they depend on the nature and complexity of the issue.
4. SLA Credits
If uptime falls below 99.9% in a calendar month due to unplanned outages, you’re eligible for service credits as follows:
| Monthly Uptime | Approximate Downtime | Credit |
|---|---|---|
| 100% – 99.9% | Less than 45 minutes | 0% |
| 99.9% – 99.5% | 45 mins – 3 hrs 36 mins | 5% |
| 99.5% – 99% | 3 hrs 36 mins – 7 hrs 12 mins | 10% |
| 99% – 98% | 7 hrs 12 mins – 14 hrs 24 mins | 15% |
| 98% – 95% | 14 hrs 24 mins – 1 day 12 hrs | 25% |
| Less than 95% | Greater than 1 day 12 hrs | 100% |
To claim credits:
Submit your request to billing@hostingroo.com within 7 days of the end of the affected month.
Include relevant details (your domain, service ID, and perceived downtime).
Credits apply only to the impacted hosting service (not domains, Office 365, etc.).
Credits are not cash refunds and are capped at 100% of that month’s hosting fee
5. Exclusions
This SLA does not apply to:
Office 365 services
Domain name services
Email delivery performance
Client-caused configuration errors, scripts, or third-party integrations
Abuse-related account suspensions
6. Limitation of Liability
This SLA defines service credits as your sole and exclusive remedy for any failure to meet the uptime guarantee. HostingRoo.com is not liable for indirect, incidental, or consequential damages related to downtime, including lost profits or data loss.
7. Modifications
HostingRoo.com reserves the right to modify this SLA at any time. Any changes will be posted to our website and take effect immediately unless stated otherwise. Continued use of our services after such changes constitutes acceptance of the revised SLA.
8. Contact
If you have questions or wish to request an SLA credit, contact us at:
SLA credit requests: billing@hostingroo.com
