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Aderlo Cloud
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Service Level Agreement (SLA) — Aderlo Cloud

Effective from 1 August 2026

In force from 1 Aug 2026.

§ 1. Purpose and Scope

  1. This Service Level Agreement (hereinafter: "SLA") defines the Service Provider's commitments regarding the availability of hosting services provided via the Aderlo Cloud platform (https://aderlo.cloud).

  2. The SLA forms an integral part of the Terms of Service and applies to all Plans (Starter Store, Growth Store, Scale Store, Dedicated Commerce).

  3. In the event of any discrepancy between language versions, the Polish version shall prevail.

§ 2. Guaranteed Availability

  1. The Service Provider commits to maintaining Hosting Service availability at 99.9% per calendar month.

  2. An availability level of 99.9% means that total downtime in a given calendar month shall not exceed 43 minutes and 50 seconds (assuming a 30-day month).

  3. Availability means the ability to establish an HTTP/HTTPS connection to the Service Provider's server and receive a response (HTTP 2xx or 3xx status code) within no more than 30 seconds, as measured from the Service Provider's monitoring point.

§ 3. Availability Measurement

  1. Availability is measured by the Service Provider's internal monitoring systems, operating at intervals of at least once every 5 minutes from multiple geographic locations.

  2. Downtime is recorded when monitoring confirms failure to receive a server response for at least 2 consecutive checks (10 minutes).

  3. Monthly availability is calculated as:

    Availability (%) = ((Total minutes in month − Downtime minutes) / Total minutes in month) × 100

    where "Downtime minutes" excludes the events described in § 4.

§ 4. Exclusions from Availability Measurement

  1. The following events are excluded from availability measurement:

    a) Planned maintenance windows — announced at least 48 hours in advance. Planned maintenance does not normally exceed 4 hours per month and is scheduled during night hours (02:00–06:00 CET/CEST).

    b) Force majeure — extraordinary, external events beyond the Service Provider's control, including natural disasters, war, terrorism, strikes, government decisions.

    c) Infrastructure provider failures — power, network or data centre service interruptions (Hetzner Online GmbH) beyond the Service Provider's control.

    d) DDoS attacks and other network attacks directed at the Service Provider's or Client's infrastructure.

    e) Client actions or omissions — including misconfiguration, resource limit exceedance, malicious code on the Client's account, Terms violations resulting in suspension.

    f) DNS issues outside the Service Provider's infrastructure.

    g) Unavailability of third-party services integrated with the Client's Service.

§ 5. Notifications

  1. Planned maintenance windows are announced at least 48 hours in advance.

  2. In case of unplanned downtime, the Service Provider takes immediate remedial action and informs Clients of the nature of the problem, estimated restoration time, and actions taken.

§ 6. No Financial Compensation

  1. The SLA is a statement of the Service Provider's operational target and defines the target service quality level.

  2. Failure to meet the availability level specified in § 2 does not constitute grounds for claiming damages, contractual penalties, fee credits or any other financial compensation, subject to mandatory consumer protection provisions.

  3. In case of material and recurring availability breaches, the Client has the right to terminate the Agreement with immediate effect, with a right to a proportional refund for the unused Billing Period.

  4. Paragraph 2 does not exclude the Service Provider's liability towards Consumers and PNPKs under mandatory law.

§ 7. Technical Support Response Times

  1. The Service Provider provides technical support via e-mail (cloud@aderlo.com) on all business days.

  2. Indicative response times (first substantive response):

    PriorityDescriptionResponse Time
    CriticalTotal server unavailability, data lossUp to 4 hours (business days)
    HighSignificant functionality limitationUp to 8 hours (business days)
    NormalTechnical questions, configuration issuesUp to 24 hours (business days)
    LowGeneral questions, advice requestsUp to 48 hours (business days)

  3. Dedicated Commerce Clients are assigned a dedicated technical account manager with priority response times.

  4. Response times in paragraph 2 are indicative and do not constitute a warranty commitment.

§ 8. SLA Amendments

  1. The Service Provider may amend this SLA for important reasons, following the procedure in § 18 of the Terms (14-day notice period, e-mail notification, right to terminate).

  2. An amendment reducing guaranteed availability below 99.9% entitles the Client to terminate the Agreement without notice, with a right to a proportional refund.

  3. This SLA is effective from 1 August 2026.

ADERLO PROSTA SPÓŁKA AKCYJNA ul. Nowogrodzka 50/54 lok. 515, 00-695 Warsaw, Poland KRS: 0000955282 · NIP: 5492466214 · REGON: 521268860