Transparent SLA
No fine print. Here are the real numbers we commit to: guaranteed uptime, response times per channel and priority levels. Human support in PT-BR, EN and ES, 24 hours a day, 365 days a year — with fast triage via Nikko and resolution by real people.
1How our support works
Our support is 100% human. Real people resolve your issue — we do not outsource to call centers, we do not hide the team behind bots reciting FAQs. What we do: fast triage with Nikko, our assistant that understands your request, classifies urgency and connects you directly to the right team member, in under 2 minutes.
Natively supported languages
- Português (PT-BR) — main team, 24/7 support.
- English — bilingual team available 24/7 for international clients.
- Español — equipo bilingüe disponible 24/7 para clientes internacionales.
Availability
24 hours a day, 7 days a week, 365 days a year — including holidays, weekends and overnight. Our team works in shifts to ensure full coverage. In the event of a critical incident, the on-call team is activated within seconds.
2Standard SLA (all plans)
The figures below apply to all paid plans at Rollin Host — website hosting, WordPress, AI, VPS for n8n, Cloud Servers, Dedicated Server, LLM Hosting and GPU Server.
| Metric | Guarantee |
|---|---|
| Monthly uptime | 99.9% (~43 min of downtime/month) |
| Support availability | 24/7 · 365 days a year |
| Languages | Português · English · Español |
| Human support | Always · no outsourced call center |
| Initial triage | Nikko bot · < 2 minutes to reach a human |
| Migration from another provider | Free · carried out by our team |
| Automatic backup | Daily · free · 30-day retention |
3Channels and response times
Every channel is a priority. Use whichever is fastest for you:
Phone
< 2 minAvailable 24/7 · +55 19 3199-2720
Most used · +55 19 3199-2720
Live chat
< 5 minNikko button in the site footer
Portal ticket
< 30 minFull history · ideal for technical teams
contato@rollinhost.com.br
4Priorities and resolution times
Every request is classified into one of the 3 priorities below. You can indicate the priority when opening a ticket — our team confirms or adjusts as needed.
| Priority | When it applies | Resolution |
|---|---|---|
| P1 · Critical | Site/service down, data loss, active security breach | < 4 hours |
| P2 · High | Broken feature, degraded performance, e-mail not sending | < 8 hours |
| P3 · Standard | Configuration questions, improvements, installations, consulting | < 24 hours |
5Maintenance windows
Scheduled maintenance (kernel updates, hardware replacement, capacity expansion) takes place in low-activity windows — usually Sunday between 02:00 and 06:00 (Brasilia time). We notify by e-mail and in the client panel at least 72 hours in advance.
Emergency maintenance (critical vulnerability patching) may occur with shorter notice — we communicate via the panel and e-mail as soon as we begin. Scheduled windows do not count against the guaranteed monthly uptime.
6Dedicated SLA · premium plan
For clients who need even closer support — agencies with end-client SLAs, enterprise e-commerces, critical AI projects — we offer the Dedicated SLA: an exclusive consultant plus direct access to our technical team, no queue.
Transparent SLA
Already included in all paid plans.
- 99.9% monthly uptime guaranteed
- 24/7 support · 365 days
- PT-BR, EN, ES
- Response < 5 min on chat
- P1 resolution in < 4 hours
- Fast triage via Nikko
- Free migration
Dedicated SLA
Exclusive consultant + AI-specialized IT team managing your project.
- 99.99% uptime guaranteed (~4 min downtime/month)
- Named exclusive consultant — you know who they are
- Direct WhatsApp/Slack with your consultant
- Response < 2 min on any channel
- P1 resolution in < 1 hour
- Regular meetings (weekly/monthly)
- Proactive support — we alert you before you notice the problem
- Full onboarding · team training
- AI-specialized IT 24/7 — n8n, LLM, RAG, automations
- Monthly performance and capacity reports
7What sets us apart: AI-specialized IT 24/7
With the Dedicated SLA, you are not just hiring support — you are hiring an AI-specialized IT team working on your project. Unlike generic international cloud providers where you are left alone with the documentation, we join as an extension of your team.
What our IT team does for you
- AI stack implementation and maintenance — n8n, EvolutionAPI, LangChain, LangGraph, vLLM, Ollama, RAG with Qdrant/Chroma.
- LLM inference optimization — quantization, batching, queue management, fine-tuning.
- Agent configuration — WhatsApp, e-mail, ERP, CRM automation workflows.
- Proactive monitoring — CPU, RAM, n8n queue and LLM latency alerts before issues escalate.
- Backup and disaster recovery — custom policy, monthly restore tests.
- Security and compliance — LGPD, encryption, access auditing, credential vault.
- Performance tuning — database, cache, indexes, query optimization.
- Team onboarding — technical training, custom documentation, runbooks.
Who this is for
- Agencies that need to deliver an SLA to their end clients (and want someone to handle the technical side).
- Enterprise e-commerces running WooCommerce/Magento with WhatsApp + AI customer service integration.
- AI SaaS with 24/7 active users that cannot afford downtime or slow responses.
- Startups that want to outsource infra/AI so they can focus on the product.
- Small teams without in-house DevOps — our team becomes your technical extension.
8SLA breach compensation
If Rollin Host fails to meet the guaranteed monthly uptime, you receive an automatic credit on your next invoice (or a refund, if you prefer):
| Measured monthly uptime | Credit on monthly value |
|---|---|
| ≥ 99.9% | No credit (SLA met) |
| 99.0% to 99.89% | 10% credit |
| 95.0% to 98.99% | 25% credit |
| < 95.0% | 50% credit |
Under the Dedicated SLA, the benchmark rises to 99.99% and the credit thresholds are proportionally more favorable — detailed in the dedicated contract.
9How to invoke the SLA
- Identify the problem — note the affected URL, error message and approximate time.
- Open a ticket through the fastest channel (WhatsApp, phone or live chat).
- Indicate the priority you believe applies (P1, P2 or P3) — our team confirms or adjusts.
- Track progress in the client portal · you receive updates at every step.
- If the SLA was breached, the credit is applied automatically on the next invoice — you do not need to ask.
10SLA exclusions and limits
The SLA does not cover downtime caused by:
- Client errors (incorrect DNS configuration, broken code, buggy plugin, changed password).
- Large-scale DDoS attacks (we cover basic mitigation; massive attacks may require Cloudflare or an additional solution).
- Unavailability of external providers (domain registrar, payment gateways, third-party APIs).
- Scheduled maintenance windows (announced at least 72 hours in advance).
- Force majeure events (large-scale power outage, natural disasters, government actions).
- Plan abuse (resource consumption above contracted limits, mining, spam) that warrants suspension per the Terms of Service.
We schedule a 30-minute call to understand your project and build the proposal.
