Service Level Agreement

Service Level Agreement

This Service Level Agreement (“SLA”) describes the uptime commitments Rovehost makes for its managed WordPress hosting plans and the remedies available to you if we fall short.

This SLA is incorporated into the Rovehost Terms of Service and applies to active paying customers on Starter, Growth, and Scale plans.

Definitions

• Uptime: the percentage of time in a calendar month during which your hosted site is reachable and returning valid HTTP responses.
• Downtime: any period during which your site is unavailable due to a failure within Rovehost’s infrastructure, as measured by our monitoring system. A downtime incident begins when our monitor detects two consecutive failed checks and ends when it records two consecutive successful checks.
• Scheduled Maintenance: planned maintenance that we announce at least 24 hours in advance. Scheduled maintenance does not count toward downtime.
• Monthly Subscription Fee: the base monthly fee you pay for your hosting plan, not including any one-time charges or overage fees.
• Service Credit: a credit applied to your next invoice, expressed as a percentage of your Monthly Subscription Fee.

Uptime Commitments

How We Measure Uptime

We use an external uptime monitoring service that checks your site’s primary domain every 5 minutes from multiple geographic locations. A check is considered a failure if it receives no valid HTTP response or receives a 5xx server error. Uptime is calculated as:

Uptime % = ((Total minutes in month − Downtime minutes) / Total minutes in month) × 100

The monitoring record maintained by Rovehost is the authoritative source for uptime calculations under this SLA.

Service Credits

If your site’s monthly uptime falls below the committed level, you are eligible for a Service Credit according to the following tables:

Starter and Growth (99.9% commitment)

Scale (99.99% commitment)

Service Credits are cumulative but capped at 100% of your Monthly Subscription Fee for any single calendar month. Credits are applied to your next invoice — they are not refunded as cash.

How to Claim a Service Credit

To claim a Service Credit:

1. Email [email protected] with the subject “SLA Credit Request.”
2. Include your account email, the affected domain name, and the dates and times of the downtime you experienced.
3. Your request must be submitted within 30 days of the end of the affected calendar month. Requests submitted after this deadline will not be processed.

We will review your request against our monitoring records and respond within 5 business days. If your claim is approved, the credit will appear on your next invoice.

Exclusions

The following are not counted as downtime and do not qualify for Service Credits:

• Scheduled Maintenance: planned maintenance windows announced at least 24 hours in advance via email or our status page.
• Customer-caused issues: downtime resulting from your own actions, including faulty plugins, theme code errors, misconfigured DNS records, or exceeded resource limits.
• Third-party CDN or DNS: outages or degradations originating from Cloudflare’s network or external DNS providers that are beyond our direct control. We will communicate known third-party issues but cannot credit for them.
• Force majeure: events outside our reasonable control, including natural disasters, internet backbone failures, government actions, or widespread infrastructure outages affecting our upstream providers.
• Planned upgrades you requested: migrations, server upgrades, or configuration changes you initiated with our team.
• Accounts in violation of our Terms of Service or AUP.

Status and Incident Reporting

We publish real-time and historical uptime information at our status page (linked in your account dashboard). During active incidents, we post updates there and notify affected customers by email. You can also report a suspected outage at any time by emailing [email protected].

Last updated: 2026-05-25.