This Service Level Agreement (“SLA”) forms part of the Agreement between Rochen and Customer for the provision of the Services. Capitalized terms used but not defined in this SLA have the meanings given in Rochen’s Terms of Service.
This SLA applies only to the Covered Services and Service Commitments expressly described below. Unless expressly stated in this SLA, an Order, or Service-Specific Terms, no uptime, availability, response time, resolution time, performance, backup, restoration, support, or other service level commitment applies.
References to an “uptime guarantee,” “uptime commitment,” or similar wording on Rochen’s website, in marketing materials, or in other customer-facing materials refer only to the applicable Service Commitment described in this SLA, unless expressly stated otherwise. They do not create any separate or additional service level commitment.
Service Credits are Customer’s sole and exclusive remedy, and Rochen’s sole and exclusive liability, for any failure to meet an applicable Service Commitment.
This SLA applies to the following paid Services, subject to the exclusions and requirements in this SLA:
The Shared Service Commitment applies to:
The Dedicated Service Commitment applies to:
Unless expressly stated in an Order, Service-Specific Terms, or this SLA, this SLA does not apply separately to:
Affected Service means the specific Covered Service that experienced Unavailability and for which Customer is claiming a Service Credit.
A Covered Service is Available when the Rochen-controlled hosting infrastructure necessary to provide the Affected Service is operating in a manner that allows the Affected Service to receive and respond to ordinary external requests.
For website or application hosting, Availability may depend on Rochen-controlled compute, web server, database, storage, network, and related platform components included with the Affected Service.
Availability does not require that Customer’s website, application, code, database queries, scripts, plugins, themes, content, email clients, DNS configuration, third-party integrations, or other Customer-controlled components operate correctly.
A Covered Service is Unavailable only when the Affected Service is not Available due solely to a failure of Rochen-controlled hosting infrastructure covered by this SLA.
Unavailability does not include any period excluded under this SLA, including scheduled maintenance, emergency maintenance, customer-caused issues, third-party provider issues, force majeure events, denial-of-service attacks, other traffic-based attacks, unsupported configurations, or other exclusions stated in Section 7.
Monthly Availability Percentage means the total number of minutes in the applicable calendar month, minus the total number of minutes of Unavailability for the Affected Service during that month, divided by the total number of minutes in that month.
Monthly Availability Percentage is calculated separately for each Affected Service.
Service Commitment means the applicable Shared Service Commitment or Dedicated Service Commitment described in this SLA.
Service Credit means a credit applied against future Fees for the Affected Service, calculated in accordance with this SLA.
Service Credits have no cash value, are not refundable, are not transferable, may not be exchanged for cash, and may not be applied to Services other than the Affected Service unless Rochen chooses otherwise.
Service Credit Base means the Fees paid or payable for the Affected Service for the calendar month in which the applicable Unavailability occurred, excluding taxes, domain registration fees, domain renewal fees, third-party provider charges, pass-through charges, setup fees, professional services fees, usage unrelated to the Affected Service, service credits, discounts, and amounts paid for Services not affected by the Unavailability.
For usage-based Services, account-wide resources, bundled Services, partial-month Services, or Services billed other than monthly, Rochen may calculate the Service Credit Base on a reasonable pro rata basis.
For Covered Shared Services, Rochen will use commercially reasonable efforts to provide a Monthly Availability Percentage of at least 99.9% for the Affected Service during each calendar month, subject to the exclusions and claim requirements in this SLA.
The Shared Service Commitment applies to the Rochen-controlled hosting infrastructure for the Affected Service. It does not guarantee the availability or proper operation of Customer’s website, application, code, database queries, scripts, plugins, themes, content, DNS configuration, email clients, third-party integrations, or other Customer-controlled components.
If Rochen fails to meet the Shared Service Commitment for an Affected Service, and Customer satisfies the claim requirements in this SLA, Customer may be eligible for the following Service Credit:
| Monthly Availability Percentage for Affected Service | Service Credit |
|---|---|
| 99.9% or greater | No Service Credit |
| Less than 99.9% but equal to or greater than 99.5% | 5% of Service Credit Base |
| Less than 99.5% but equal to or greater than 99.0% | 10% of Service Credit Base |
| Less than 99.0% but equal to or greater than 98.0% | 15% of Service Credit Base |
| Less than 98.0% but equal to or greater than 95.0% | 25% of Service Credit Base |
| Less than 95.0% | 100% of Service Credit Base |
The total Service Credit for a Covered Shared Service will not exceed 100% of the Service Credit Base for the Affected Service for the applicable calendar month.
For Covered Dedicated Services, Rochen will use commercially reasonable efforts to provide a Monthly Availability Percentage of 100% for the Affected Service during each calendar month, subject to the exclusions, Permitted Recovery Time, and claim requirements in this SLA.
The Dedicated Service Commitment applies to the Rochen-controlled compute, storage, network, and related platform infrastructure assigned to the Affected Service. It does not guarantee the availability or proper operation of Customer’s website, application, code, database queries, scripts, plugins, themes, content, DNS configuration, email clients, third-party integrations, or other Customer-controlled components.
For Covered Dedicated Services, up to ten (10) consecutive minutes per qualifying infrastructure incident will not count as Unavailability where the time is used for recovery, failover, host migration, instance recovery, storage recovery, route convergence, filesystem checks, service restart, or other remediation required to restore the Affected Service after a failure of underlying infrastructure.
Where multiple interruptions arise from the same event, series of related events, continuing event, or common root cause, the Permitted Recovery Time applies only once to that event or related series of events.
No Service Credit is available for a Covered Dedicated Service incident that is resolved within the Permitted Recovery Time and is not otherwise counted as Unavailability under this SLA.
If Rochen fails to meet the Dedicated Service Commitment for an Affected Service, and Customer satisfies the claim requirements in this SLA, Customer may be eligible for the following Service Credit after applying any Permitted Recovery Time:
| Counted Unavailability for Affected Service during the applicable calendar month | Service Credit |
|---|---|
| 0 minutes | No Service Credit |
| More than 0 minutes and up to 30 minutes | 5% of Service Credit Base |
| More than 30 minutes and up to 60 minutes | 10% of Service Credit Base |
| More than 60 minutes and up to 90 minutes | 15% of Service Credit Base |
| More than 90 minutes | An additional 5% of Service Credit Base for each additional 30-minute period, or part of a 30-minute period |
The total Service Credit for a Covered Dedicated Service will not exceed 100% of the Service Credit Base for the Affected Service for the applicable calendar month.
Rochen’s monitoring, logs, systems, and records are the primary source for determining Availability, Unavailability, duration, cause, affected scope, and eligibility for Service Credits.
Availability may be measured using one or more methods appropriate to the Affected Service and incident, including external monitoring, internal monitoring, service health checks, network monitoring, server monitoring, database monitoring, storage monitoring, logs, request data, error data, and other operational records.
Customer may submit logs, screenshots, traceroutes, monitoring records, error messages, or other evidence with a claim. Rochen may consider such evidence in good faith but is not required to accept third-party monitoring data where Rochen reasonably determines that the data is inaccurate, incomplete, configured incorrectly, affected by external conditions, or inconsistent with Rochen’s own monitoring, logs, systems, or records.
Availability is measured from the perspective of the Rochen-controlled infrastructure for the Affected Service. A problem is not Unavailability merely because Customer or Customer’s users cannot access a website or Service from a particular location, device, browser, ISP, network, DNS resolver, route, or third-party service.
Intermittent latency, packet loss, degraded performance, slow response times, application errors, resource usage, or partial feature unavailability do not count as Unavailability unless they result in the Affected Service being Unavailable as defined in this SLA.
Service Credits are subject to the following rules:
Rochen may deny or reduce a Service Credit where Customer has unpaid Fees, is in breach of the Agreement, is suspended or restricted, has failed to cooperate with troubleshooting, has failed to provide required claim information, or where the claim is excluded under this SLA.
No Service Credit is available for Unavailability, downtime, degradation, loss, interruption, error, suspension, restriction, or failure caused by or arising from any of the following:
Scheduled maintenance means maintenance that Rochen schedules at least twenty-four (24) hours in advance where reasonably practicable.
Emergency maintenance means unscheduled maintenance that Rochen reasonably determines is necessary for security, data protection, reliability, platform integrity, abuse prevention, legal compliance, third-party provider requirements, or urgent operational reasons.
For Covered Dedicated Services, a failure of underlying infrastructure assigned to the Affected Service may be covered after applying the Permitted Recovery Time, unless the failure is otherwise excluded under this SLA.
To request a Service Credit, Customer must submit a billing ticket through My Rochen within fourteen (14) days after the incident giving rise to the claim.
The claim must include:
Customer must provide reasonable cooperation and any additional information Rochen reasonably requests to validate the claim.
If Customer does not submit a complete claim within the required deadline, does not provide required information, does not reasonably cooperate with validation, or submits a claim for an excluded issue, Customer will not be eligible for a Service Credit.
Rochen will review claims in good faith and, if a claim is validated, will apply the Service Credit to a future invoice or billing period for the Affected Service.
Rochen may use third-party infrastructure, cloud, network, software, email, CDN, DNS, security, storage, and other providers to deliver the Services.
Customer is not entitled to any credit, refund, payment, or other remedy received by Rochen from a third-party provider unless Rochen expressly agrees otherwise.
A third-party provider outage, credit, refund, service level failure, or availability commitment does not automatically create an entitlement to a Service Credit under this SLA.
Rochen may update this SLA from time to time in accordance with the Agreement.
Changes may be made to reflect changes in the Services, platform architecture, third-party provider requirements, technical capabilities, legal requirements, operational practices, or risk management requirements.
Where reasonably practicable, Rochen will provide notice of material changes as described in the Terms of Service.
If there is a conflict between this SLA and the Terms of Service, the Terms of Service control except to the extent this SLA expressly controls for the specific Covered Service and only for uptime, availability, Service Credit, and service level matters.
This SLA does not limit any exclusions, limitations of liability, customer responsibilities, suspension rights, termination rights, backup disclaimers, warranty disclaimers, indemnities, or other protections available to Rochen under the Agreement.
Except to the extent prohibited by applicable law, Service Credits under this SLA are Customer’s sole and exclusive remedy, and Rochen’s sole and exclusive liability, for any failure to meet an applicable Service Commitment.
This SLA does not create any right to a refund, cash payment, damages, termination right, or other remedy unless expressly stated in the Agreement.
Last updated: April 29 2026