AdaptGroup Infrastructure Service Level Agreement (SLA)
Last updated: September 29, 2026
1. Scope
AdaptGroup LLC provides virtual machine and dedicated server availability of at least 99.9% per calendar month. Availability is calculated separately for each server, regardless of whether it was ordered through Cloud Bots, Cloud API, or an AdaptGroup partner.
This SLA covers hardware, AdaptGroup's network infrastructure, and, for virtual machines, the hypervisor. Administration of the customer's operating system and applications is not covered.
2. Calculating Availability
Availability is calculated as (T − D) / T × 100%, where T is the duration of the service within the relevant calendar month and D is the total qualifying unavailability of that server during the same period.
Qualifying downtime includes hardware, AdaptGroup network, or hypervisor failures that prevent use of the server. Overlapping periods of one or more failures are counted only once.
Downtime is established using monitoring data, incident logs, and supporting material from the customer or partner. Inability to connect from one external network alone does not establish unavailability of AdaptGroup infrastructure.
3. Exclusions
Qualifying downtime does not include:
- errors or failures in the customer's operating system, applications, or settings;
- shutdowns, restarts, reinstallations, and other interruptions caused by the customer's actions or requests;
- restrictions for non-payment or violations of service terms;
- problems with networks outside AdaptGroup infrastructure, including the customer's network, their internet provider, and external access blocking;
- DDoS attacks directed at the customer's server and necessary temporary restrictions on that server to protect the infrastructure;
- scheduled maintenance within the announced period, provided AdaptGroup gave at least 24 hours' notice.
Maintenance extending beyond the announced period is not automatically excluded: the cause and duration of the additional interruption are considered under the general SLA rules.
4. DDoS and Temporary Restrictions
The customer is responsible for configuring and protecting their applications. This SLA does not guarantee availability of their server during a DDoS attack directed at it.
If an attack against a customer's server threatens the stability of a node, the network, or other customers' services, AdaptGroup may temporarily limit traffic, block network access, or suspend the attacked server without prior notice. Restrictions are lifted once the threat ends or service can be safely restored.
An incoming attack does not mean that the customer has committed a violation. A protective restriction alone does not justify data deletion or permanent rental termination. The paid term continues to run; the restriction period is not compensated under the SLA.
5. Compensation on Request
If a server's monthly availability falls below 99.9%, the customer or partner may request compensation. Compensation is provided only upon request and after the SLA breach is confirmed. Affected servers are not all extended automatically; publication of an incident notice does not replace a compensation request.
Compensation takes the form of a free extension of the affected server's rental equal to twice the total qualifying downtime for that month. Once the 99.9% threshold has been breached, all qualifying downtime is counted, not just the amount beyond the threshold. The maximum extension is 30 days per server per calendar month.
Compensation applies only to an active rental of the same server. It is not provided after a virtual machine is deleted or a dedicated server rental has ended. It cannot be transferred to other services, credited to a balance, or paid in cash.
For example, two confirmed hours of qualifying downtime in a full 30-day month result in availability below 99.9% and a four-hour extension. Thirty minutes of confirmed downtime do not breach the 99.9% threshold and do not give rise to SLA compensation.
Repeated requests for the same server and period do not increase compensation. Requests by a partner and its customer for the same downtime are reviewed together without granting duplicate extensions.
6. Making a Request
A request must be submitted within 14 calendar days after the end of the month in which the downtime occurred and before the affected server's rental ends. It may be submitted immediately after the incident without waiting for the end of the month. Include the server ID or IP address, the date and time of unavailability with time zone, a description of the problem, available supporting material, and a request for SLA compensation.
Customers or partners may contact AdaptGroup support at [email protected] or Telegram @adapt_support. For orders placed through a partner, the request may also be submitted through that partner's support.
After review, AdaptGroup communicates the outcome and the duration of any approved extension. Submitting a request does not suspend payment obligations or cancel the existing suspension and deletion deadlines for non-payment.