Service Level Agreement (SLA)

Date of last revision: 2026-03-11 (YYYY-MM-DD)

AdocSys is proud to offer services with outstanding availability, performance and security.  These are the three pillars of our Service Level Agreement and they are why we are making a commitment to our customers under the form of an SLA that holds AdocSys responsible regarding the services that we are providing to our clients.  This agreement applies to all services listed here:

• Web Hosting
• Email and Productivity
• DNS Hosting
• Online Backups
• File Synchronization
• Turnkey Hosting Servers

Exclusions

• Domains (service managed by domain registries and resold by AdocSys)
• 1Password (service offered and maintained by AgileBits Inc. and resold by AdocSys)
• eM Client, Email and Productivity Software (application developed by eM Client, resold by AdocSys, installable on the client's machine, does not depend on AdocSys servers)
• Logo Maker (one-time, non-critical service not covered by the SLA)
• SocialBee (service offered and maintained by SocialBee and resold by AdocSys)
• Security Certificates (once installed, AdocSys has no further service to maintain)

Definitions

• Client: The person or entity receiving the service
• Visitor: Web site or service visitors, in other words, people of the public who want to access a web site or service provided by AdocSys to a client
• Uptime: Time in which the service is up and running and can be used by the client and/or visitors
• Downtime: Time in which AdocSys monitoring servers detect that the service is not available for use by the client and/or visitors
• RTO (Return To Operations): The point in time when the services come back from a downtime and they are up again and useable by the client and/or visitors

Uptime Guarantee

AdocSys is working hard to maintain a 99.9% network and server uptime.  The uptime is a number that is calculated from AdocSys monitoring servers making periodic verifications (called probes) of the services.  If AdocSys fails to meet 99.9% uptime of a specific service during a specific month, credits will be added to each client account for any client affected and requesting it using our ticketing system.  Please note there are exceptions listed in the “Exceptions” section and the calculation of the credits can be found in the “Credits” section of this document.

Exceptions

Customers shall not receive any credits stated under this SLA for any of the cases/circumstances listed below:

• Planned maintenance or hardware/software updates/upgrades (see maintenance windows section)
• Unplanned urgent or critical maintenance to prevent major failures or security issues (see maintenance windows section)
• Circumstances beyond reasonable control including, but not limited to, acts of any governmental body, sabotage, embargo, war, insurrection, acts of god (earthquake, flood, tornado, fire, etc.)
• Any event occurring outside of infrastructure in our control such as, but not limited to, internet backbone failures, DNS issues, Internet Service Provider issues, etc.
• Client acts or omissions such as, but not limited to, human error, misconduct, negligence or breach of any AdocSys Policies or Terms and Conditions.
• Ransomware attack, although AdocSys does everything in its power regarding the security of its systems and has a plan for ransomware, the complexity and burden associated with returning to operations in such a situation is much longer, or even impossible, and is therefore one of the exceptions.

Measurement

The uptime is a monthly calculation made from probes sent to our servers, verifying that the servers and ports required to make the services work are indeed up and running and responding in a timely fashion.  These probes are sent every minute and collect information about availability and response time.  AdocSys can and will use trends saved in its systems to determine if the response time is deemed normal or not as each server or service may respond with a different response time depending on distance, server load, service type, programming, spike in visitors, client usage, inefficient programming, etc.

Failure and Recovery

In case of a server failure (hardware or virtualization layers), AdocSys will start working on the issue as soon as possible and guarantees a return to operations (RTO) within 24hrs of the beginning of the downtime seen by AdocSys Monitoring Servers.  Note that multiple scenarios and tests are regularly run to test recovery after failure and in most scenarios, RTO is quicker than 24hrs.

We are confident in the hardware and providers that we use so even if we guarantee a 24hrs RTO, we will apply credits to your account as described in the “Credits” section of this document in the event that a longer downtime than what is agreed upon in this document occurs.

An important point to understand is that in case of failure, AdocSys restores the latest backup for that server or service.  Backups are done daily so an example scenario would be that if a failure occurs at 11am and the last backup was taken at 2am during the night, any change made on the provided services by the client or visitors during those 9hrs will not be recovered.

If the client needs further coverage for mission critical services, they must either communicate those requirements to AdocSys so that we can determine if we are able to provide the required service in a custom package or the client must take care of that coverage on their own.  Additional coverage is subject to additional fees.

Maintenance Windows

• Primary Maintenance Window
  • For any updates/upgrades or maintenances
    • : New release of OS, Firmware, Software or hardware replacement that does not currently affect service availability, performance or security in any critical or urgent way
  • From Sunday at 5pm to Monday at 7am
• Alternate Maintenance Window
  • For urgent updates/upgrades, maintenances and daily backups
    • : Any update/upgrade or maintenance that could potentially affect service availability, performance or security if left undone
  • Every day at 9pm until the next morning at 7am
  • Daily backups run automatically within that window and can affect response time or service availability temporarily
• Critical Maintenance
  • For critical updates/upgrades or maintenances
    • : Any update/upgrade or maintenance that is already affecting service availability, performance or security or leaves one or more important security vulnerabilities open if left undone
  • Can be done anytime as availability, performance and security are the pillars of our Service Level Agreement
• Notes
  
  • All the provided times are based on Eastern Time (ET) timezone
  • At any time, the client and AdocSys can agree on any other time to perform a maintenance that is outside of the provided maintenance windows. This is entirely up to both parties to come to a written agreement.
  • It is also possible on Turnkey Hosting Servers or other Custom Services to request different maintenance windows if the service is meant to be available for production use at times when AdocSys usually performs their maintenance. This has to be agreed upon by both AdocSys and the Client in written form.
  • During a maintenance, even though the service is still up and running, it might respond slower than usual because of the background work being done

Credits

In accordance to this Service Level Agreement, if AdocSys fails to deliver the services as described in this document, clients can open a ticket on AdocSys customer portal or website.  Here are the requirements to get the credits:

• The service must be in the list of services at the top of this document
• The service has to have had less than 99.9% uptime within the month according to AdocSys Monitoring Servers
• The request must be made using our ticketing system by being authenticated and logged in to your accout on our website at adocsys.com
  
• The request must be made within 7 days of the end of the downtime (client should not submit credit requests during a downtime)
• AdocSys has 30 days to review your request, accept or deny it and issue the credits to your account in case the request is accepted
• Credits will be added to your account and cannot be converted in cash or refund unless explicit written word from AdocSys
• Credits will be used towards the next invoice(s) issued in the same account
• Credits are not transferrable to other accounts
• Credits can only be given if the customer actually paid for the service and only for the amount paid for the service (I.E.: if the service was free, discounted or sold at a different price than the one currently displayed or advertised, credits will be given according to the amount paid for that specific period of time)

Credits will be determined using the following rules:

• Between 99.9% and 98.0% uptime: 25% credit
• Between 98.0% and 95.0% uptime: 50% credit
• Less than 95% uptime: 100% credit

Server specific client obligations (Turnkey or Custom)

• The “Monitoring and Alerting for a server” option is mandatory if the customer wants AdocSys to be notified of a failure and to be able to honor its Service Level Agreement
• The "Local VM backups" option is mandatory if the customer wants AdocSys to be able to restore a VM on a server that has suffered a hardware failure
• The “Remote and long term VM backups” option is mandatory if the customer wants AdocSys to be able to restore a VM from a server in a data center that is completely down or following a ransomware infection

Failure from the client to take those options and then suffer a complete loss of service or data that is unrecoverable cannot be blamed on AdocSys.  The customer MUST take all options that apply to his situation depending on the criticality of the services or data that will be used on their server.

Note

AdocSys reserves the right to change or modify this Service Level Agreement at any time and communicate the change by sending an email to the affected clients at least 30 days prior to the date that the new SLA will take effect.  The client is responsible to have a valid email address in his/her account and cannot hold AdocSys responsible if they were unaware of a change because of any external reason such as, but not limited to, SPAM filters, server blacklists or email service outage.