Service Level Agreement

Last updated: October 31, 2026 · Applies to all paid hosting plans

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This Service Level Agreement ("SLA") defines the availability and support commitments RoboHost makes to customers on paid plans, and the remedy — service credits — when we miss them.

1. Uptime Commitment

We commit to 99.9% monthly uptime for the hosting service — measured as the percentage of minutes in a calendar month that your site's optimized endpoint responds successfully to external monitoring, excluding Excused Downtime (Section 3).

Monthly uptimeService credit
99.0% – 99.89%10% of that month's hosting fee
95.0% – 98.99%25% of that month's hosting fee
Below 95.0%50% of that month's hosting fee

Maximum cumulative credits in any month: 50% of that month's hosting fee. Credits apply to future invoices and are not paid as cash.

2. Claiming a Credit

Open a Billing ticket within 30 days of the end of the affected month, referencing the downtime window. We verify against our monitoring records and apply eligible credits within one billing cycle.

3. Excused Downtime

The uptime commitment excludes:

  • Scheduled maintenance announced at least 48 hours ahead (target window: < 4 hours, off-peak)
  • Force majeure: natural disasters, war, government action, widespread backbone/DNS failures
  • Issues within your account or code: application errors, resource-limit exhaustion, misconfiguration, your DDoS mitigation choices
  • Customer-caused suspension (AUP violation, non-payment)
  • Third-party failures outside our control (registry outages, upstream provider incidents) — though we still work to mitigate impact

4. Support Response Targets

SeverityExampleFirst response
P1 — CriticalSite fully down, data loss≤ 1 hour (24/7)
P2 — MajorDegraded service, feature failing≤ 4 hours
P3 — NormalQuestions, minor issues≤ 1 business day

Priority queueing applies to Professional and Enterprise plans; Enterprise adds a dedicated account manager and agreed escalation contacts.

5. Backup and Recovery Commitment

Daily automated backups are taken and retained per plan tier. Restoration is provided on request at no charge. Note: our backups complement but never replace your own backup practices (see Terms §4).

6. Sole Remedy

Service credits under this SLA are your sole and exclusive remedy for availability or support failures. This SLA does not limit liability that cannot be limited by law.