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Adaptive Web Hosting — Service Level Agreement (SLA)
Effective Date: January 1, 2025
Last Updated: November 7, 2026
This Service Level Agreement ("SLA") describes the service-availability commitment for hosting services provided by Adaptive Web Hosting ("Adaptive," "we," "us," or "our"). It forms part of, and should be read together with, our Terms & Conditions.
> Summary: We commit to 99.99% monthly availability for our network and server infrastructure, measured monthly and excluding scheduled maintenance and events outside our control. If we miss it, you can request a service credit based on the percentage of downtime that month, up to that month's fee for the affected service (Section 6).
> Changes on November 7, 2026: Section 6 now describes the service credits you can request when we miss the 99.99% commitment.
1. Availability Commitment
We commit to 99.99% monthly uptime for the network and physical server infrastructure that hosts your Services.
2. How Uptime Is Measured
2.1 Uptime is measured per calendar month as the percentage of total minutes in the month during which the relevant infrastructure is available, as recorded by our monitoring systems.
2.2 Availability refers to the reachability of our network and the operational status of the hosting server. It does not measure the availability or performance of your individual applications, code, databases, or third-party services.
3. Exclusions
The following do not count as downtime under this SLA:
- Scheduled maintenance and announced maintenance windows
- Emergency maintenance required to protect the platform or its customers
- Downtime caused by your applications, code, configurations, plugins, scripts, or content
- Suspension of your account for non-payment or a policy violation
- DNS propagation, domain registration or expiration issues, or third-party services
- Denial-of-service attacks, security incidents originating from customer accounts, or abuse
- Force majeure and other events beyond our reasonable control (for example, natural disasters, utility or upstream-provider failures, or government action)
- Beta, trial, or no-cost services
4. Scheduled Maintenance
We perform routine maintenance to keep the platform secure and reliable. Where practicable, we schedule planned maintenance during low-traffic periods and provide advance notice.
5. Customer Responsibilities
This SLA assumes your account is in good standing, fully paid, and compliant with our Terms & Conditions and Acceptable Use Policy. You remain responsible for your own applications, backups, and configurations.
6. Remedies
6.1 If the availability of the infrastructure hosting your Service falls below 99.99% in a calendar month, you may request a service credit. Credits are not applied automatically.
6.2 To request a credit, open a support ticket from your client area at cp.adaptivewebhosting.com and include the affected service and the dates and times of the downtime. We check each request against our monitoring records.
6.3 The amount of the credit is based on the percentage of downtime in that month that counts under this SLA (Section 3 lists what does not count). The maximum credit for any month is that month's fee for the affected service; for a service billed annually, the monthly fee is one twelfth of the annual fee.
6.4 Credits are applied to your account. For chronic or unresolved availability issues, you may also terminate the affected Service. Refunds are governed by our Refund Policy, including the 30-day money-back guarantee for new accounts.
7. Changes to This SLA
We may update this SLA from time to time. The current version is always available on our website, and the "Last Updated" date above reflects the latest revision.
8. Reporting an Availability Issue
To report an availability issue, open a support ticket from your client area at cp.adaptivewebhosting.com. If you cannot log in, you may email [email protected] as a last resort.
