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Service Level Agreement (SLA) — Aderlo Cloud

Effective from 1 August 2026

In force from 18 Aug 2026.

Service Level Agreement (SLA) — Aderlo Cloud

Effective from 18 August 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 a monitoring system external to and independent of the Provider's infrastructure, performing checks at least once every 5 minutes from several geographic locations. The Provider states the actual current probing frequency on the status page; on the effective date of this version it is 60 seconds.

  2. Unavailability is recorded when monitoring confirms no server response for at least 2 consecutive checks (10 minutes).

  3. The Provider publishes the measurement results on an ongoing basis at https://aderlo.cloud/status: daily, 30-day and 90-day availability for each measured service, together with an incident record. A day for which no measurement was taken is marked as unmeasured and is not counted as available.

  4. Monthly availability is calculated as:

    Availability (%) = (Available seconds / (Available seconds + Unavailable seconds)) × 100

    where events excluded under § 4 reduce the denominator rather than increasing the numerator.

  5. A month whose measurement does not cover every day may not be settled to the Customer's disadvantage — the Provider may not rely on incomplete measurement to reduce a credit.

§ 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. Credit for Missed Availability

  1. Where the monthly availability calculated under § 3 falls below the level guaranteed in § 2, the Customer is entitled to a credit of:

    Availability in the calendar monthCredit
    below 99.9%10% of the monthly fee
    below 99.0%25% of the monthly fee
    below 95.0%50% of the monthly fee

  2. Monthly fee means the fee actually payable by the Customer for that Service in the month concerned, reduced to a monthly figure (for an annual Billing Period: 1/12 of the annual fee). The basis is the price in the Customer's contract, not the current price list.

  3. The credit is granted automatically. The Customer files no claim, observes no deadline and justifies nothing. The Provider calculates it after the end of a complete calendar month from the published measurement and credits the Customer's Wallet in the following month, no later than the 10th day of that month, in points, where 1 point equals PLN 1 net. A month is always settled in full; periods shorter than a complete calendar month are not settled separately. Points do not expire and may be spent on any Service or add-on on the Platform.

  4. A credit is due for every hosting Service that remained active or suspended throughout the calendar month concerned.

  5. No credit is due in respect of events excluded under § 4.

  6. In the event of material or repeated failures to meet the availability level, the Customer may terminate the contract with immediate effect and receive a pro-rata refund for the unused Billing Period. Taking a credit under paragraph 1 does not limit that right.

  7. This section neither excludes nor limits the Provider's liability towards Consumers and sole traders treated as consumers arising from mandatory provisions of law.

§ 7. Technical Support Response Times

  1. The Service Provider provides technical support via e-mail (support@aderlo.cloud) 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 18 August 2026.

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