HostingRoo Service Level Agreement (SLA)
Effective Date: May 2025
Operated by: Hosting Roo Pty Ltd
ABN: 81 682 651 136
Applies to: All HostingRoo cPanel hosting services
1. Introduction
At HostingRoo, we are committed to providing reliable and high-performance web hosting. This Service Level Agreement outlines our uptime guarantees, support expectations, and credit eligibility for clients using our cPanel hosting plans.
2. Uptime Guarantee
We guarantee 99.99% uptime for all cPanel hosting services, measured monthly.
Downtime excludes:
Scheduled maintenance with prior notice
Issues caused by the client (e.g., misconfiguration)
Force majeure events (e.g., natural disasters, DDoS attacks)
Failures from third-party software, plugins, or scripts
If we do not meet the 99.99% uptime target, you may be eligible for a service credit (see Section 5).
3. Scheduled Maintenance
To maintain optimal performance and security, we conduct scheduled maintenance and aim to:
Provide at least 24 hours’ notice
Perform work during off-peak hours where possible
Notify affected users via our status page or email
4. Support Commitments
Our support team is available 24/7 via:
support@hostingroo.com
Client Portal / Ticket System
We aim to respond to tickets as follows:
Critical Issues: within 30 minutes
Standard Issues: within 2 hours
General Enquiries: within 12 hours
We do not guarantee resolution times, as they depend on issue complexity.
5. SLA Credits
If unplanned outages reduce monthly uptime below 99.99%, you may request service credits:
| Monthly Uptime | Downtime Duration | Credit |
| 100% – 99.99% | < 4 mins 20 secs | 0% |
| 99.99% – 99.9% | 4 mins 20 secs – 43 mins | 5% |
| 99.9% – 99.5% | 43 mins – 3 hrs 36 mins | 10% |
| 99.5% – 99% | 3 hrs 36 mins – 7 hrs 12 mins | 20% |
| 99% – 98% | 7 hrs 12 mins – 14 hrs 24 mins | 40% |
| 98% – 97% | 14 hrs 24 mins – 21 hrs 36 mins | 60% |
| 97% – 96% | 21 hrs 36 mins – 1 day 4 hrs 48 mins | 80% |
| < 95% | > 1 day 12 hrs | 100% |
To claim credits:
Email billing@hostingroo.com within 7 days of the affected month’s end
Include your domain name, service ID, and details of the downtime
Credits apply only to the affected cPanel hosting service
Credits are capped at 100% of that month’s hosting fee and are not refundable as cash
6. Exclusions
This SLA does not apply to:
Microsoft Office 365 or other resold services
Domain registration or management
Email delivery performance
Client-side scripting or configuration issues
Accounts suspended due to abuse or policy violations
7. Limitation of Liability
This SLA defines service credits as your sole and exclusive remedy for failure to meet uptime guarantees.
HostingRoo shall not be liable for indirect, incidental, or consequential damages, including loss of profits or data.
8. Modifications
HostingRoo may update this SLA at any time. Changes will be posted to our website and become effective immediately unless otherwise stated. Continued use of our services after updates signifies acceptance of the new terms.
9. Governing Law
This SLA is governed by the laws of New South Wales, Australia. Any disputes shall be resolved under the exclusive jurisdiction of the courts of that state.
10. Contact
billing@hostingroo.com – SLA credit requests
support@hostingroo.com – General support enquiries
