Rogue Wave Hosting

Rogue Wave Hosting LLC - Service Level Agreement (SLA)

Last updated: March 2, 2025

This Hosting Service Level Agreement (“Agreement”) is a contract between the person or entity using the Company’s services (“Customer”) and Rogue Wave Hosting LLC (“Company”) and applies to the Customer’s use of the Company’s services. By using our services, the Customer agrees to all terms and conditions outlined in this Agreement. Rogue Wave Hosting LLC reserves the right to modify this Agreement at any time.

The following services are covered by this Service Level Agreement:

  • VPS Hosting
  • Game Server Hosting
  • Web Hosting

SLA Coverage

Our SLA applies to the following types of service interruptions:

1. Network Uptime

We guarantee 99.99% network availability across all covered services. If our network experiences downtime exceeding 10 consecutive minutes, the affected service will be eligible for SLA compensation.

2. Control Panel Availability

We guarantee 99% uptime for our control panel. If the control panel is inaccessible for 20 consecutive minutes, but the server remains reachable via direct connection (IP pingable), the affected service will be covered by our SLA.

3. Hardware Uptime

We guarantee that our physical servers will be operational at all times. If hardware failure results in downtime exceeding 5 consecutive minutes, the affected service will be eligible for SLA compensation.

4. Denial of Service Attack (DoS/DDoS) Protection

We provide protection against all types of Denial of Service attacks. If we are unable to mitigate a DoS or DDoS attack within 5 minutes, the affected service will be covered by our SLA.

SLA Limitations

The SLA does not apply in the following situations:

  • Planned Maintenance - Any scheduled maintenance will be announced in advance via email or on our website.
  • Software Issues - We do not cover crashes, errors, or service interruptions caused by third-party software, plugins, or scripts.
  • Client-Caused Issues - If the Customer installs faulty software, misconfigures settings, or causes service instability, SLA coverage is void.
  • Exceeding Resource Allocation - If the service experiences downtime due to exceeding allocated CPU, RAM, or storage, SLA coverage does not apply.
  • Force Majeure - Any failure caused by natural disasters, governmental actions, extreme weather, or other circumstances beyond our control is exempt from SLA coverage.

Non-Compliance Claims

In the event of SLA non-compliance, the Customer is eligible for compensation under the following conditions:

  • For every 12 hours of downtime, the Customer will receive one additional day of service.
  • To request compensation, the Customer must submit an SLA claim via a support ticket within 7 days of the incident.
  • All SLA claims will be thoroughly reviewed and compensation will be granted at the sole discretion of Rogue Wave Hosting LLC.
  • Fraudulent SLA claims will be denied.
  • Claims related to scheduled maintenance or client-caused downtime will be rejected.
  • We reserve the right to deny SLA claims if we believe the Customer deliberately caused a service disruption (e.g., initiating a DDoS attack on their own service to claim compensation).
  • This SLA is only applicable to direct customers of Rogue Wave Hosting LLC.

By using our services, the Customer acknowledges and agrees to the terms of this SLA. Rogue Wave Hosting LLC is committed to providing reliable and high-quality hosting services.