This is the current published policy (updated June 5, 2026). See all policies in our Legal Center.
Adaptive Web Hosting — Service Level Agreement (SLA)
Effective Date: January 1, 2025
Last Updated: June 5, 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. This SLA does not provide automatic service credits; your remedies are described in Section 6.
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 This SLA does not provide automatic or pro-rata service credits.
6.2 If you experience a sustained, verified availability issue attributable to Adaptive, your remedy is to contact us so we can investigate and restore service and, for chronic or unresolved issues, to terminate the affected Service. Any refund is governed solely by our Refund Policy, including the 30-day money-back guarantee for new customers.
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.
