RoofHyve Service Level Agreement (SLA)
Owner / Publisher
RoofHyve Inc.
Product
RoofHyve
Effective Date
June 12, 2026
Last Updated
June 12, 2026
Audience
RoofHyve paid business customers and account administrators
Applies To
Service availability objectives, support channels, maintenance, incident priority, exclusions, and service-credit eligibility where expressly agreed
1. Scope
This Service Level Agreement (“SLA”) forms part of the applicable Terms of Service, Subscription Agreement, Order Form, Master Services Agreement, or other written agreement between RoofHyve Inc. and Customer. This SLA describes availability objectives, support practices, maintenance activities, incident handling expectations, and remedies where expressly agreed.
2. Definitions
“Available” means the production service is accessible and operational for normal use.
“Downtime” means a period during which the production service is unavailable to substantially all customers.
“Maintenance” means planned or emergency activities intended to maintain, repair, improve, secure, or upgrade the Services.
“Business Day” means Monday through Friday excluding Company-observed holidays.
“Support Request” means a request submitted through approved support channels.
3. Service Availability Objective
RoofHyve’s target service availability objective is 99.5% monthly uptime for production Services. This is a service objective and not an unconditional guarantee. Monthly uptime is calculated as: (Total Monthly Minutes – Excluded Downtime) / Total Monthly Minutes.
4. Excluded Downtime
Scheduled maintenance, planned upgrades, infrastructure upgrades, security updates, and database maintenance.
Emergency maintenance required for security, active threats, emergency repairs, or infrastructure protection.
Third-party failures including Microsoft Azure, DNS, internet service providers, Stripe, Twilio, QuickBooks/Intuit, Google services, or other vendor outages.
Customer-caused events such as misconfiguration, user error, unauthorized modifications, customer network failures, or misuse.
Force majeure events including natural disasters, government action, labor disputes, war, terrorism, utility failures, cyberattacks, or telecommunications failures.
Beta, trial, sandbox, test, free, hibernation, read-only, or non-production environments unless expressly covered in writing.
5. Maintenance Windows
RoofHyve may perform maintenance at any time. When reasonably practical, RoofHyve may provide advance notice of planned maintenance. Emergency maintenance may occur without prior notice. Maintenance may include security updates, infrastructure upgrades, database maintenance, performance optimization, feature deployment, and bug fixes.
6. Support Channels
Support requests may be submitted through the support portal, in-application support, designated customer success channels, or email at support@roofhyve.com. Current support portal: www.roofhyve.com/support.
7. Incident Priorities and Target Initial Responses
Priority
Examples
Target Initial Response
Priority 1 – Critical
Complete production outage; widespread inability to access services; severe confirmed security incident.
4 business hours
Priority 2 – High
Major feature impairment; significant operational disruption.
1 business day
Priority 3 – Medium
Feature malfunction; limited operational impact.
2 business days
Priority 4 – Low
General questions; cosmetic issues; enhancement requests.
5 business days
Response targets are support objectives and not guaranteed resolution times.
8. Support Hours
Unless otherwise agreed in writing, standard support hours are Monday through Friday, 6:00 AM to 6:00 PM Pacific Time, excluding Company-observed holidays. Security incidents may be triaged outside standard support hours based on severity and available information.
9. Customer Responsibilities
Report issues through approved support channels with sufficient detail, screenshots/logs where appropriate, and contact information.
Maintain current billing, admin, and security contacts.
Configure users, roles, integrations, and permissions securely.
Avoid unsupported uses, excessive load, or misuse that may impair service performance.
Cooperate with troubleshooting and provide timely responses to support questions.
10. Service Credits
Service credits are not available unless expressly included in a signed order form, enterprise agreement, or written service-credit schedule. Where service credits are agreed, they are Customer’s sole and exclusive remedy for covered downtime, subject to exclusions, timely claim submission, account good standing, and any credit caps stated in the applicable agreement.
11. Backups and Data Recovery
RoofHyve maintains backup and recovery capabilities designed to support operational resilience. Backup and recovery processes do not guarantee recovery of all data, especially where data is deleted, corrupted, or modified by Customer, users, integrations, or third parties.
12. Changes
RoofHyve may update this SLA to reflect service, operational, or infrastructure changes. Material changes will be communicated where required by agreement or law.
Contact Information
RoofHyve Inc.
Legal Mailing Address: 2146 Pine St, Redding, CA 96001
Legal Notices: legal@roofhyve.com
Security: security@roofhyve.com
Support: support@roofhyve.com