Service Level Agreement
Adoptiv commits to 99.9% monthly uptime on every paid plan. This sets out how uptime is measured, what is excluded, and the credits you are owed if we miss it.
Adoptiv Inc · Updated 2026-08-03
01The commitment
Adoptiv commits to a Monthly Uptime Percentage of at least 99.9% for the Platform on every paid plan. Enterprise customers may negotiate up to 99.95% in an Order Form or Master Services Agreement.
This agreement is part of the [Terms of Service](/legal/terms) and uses the definitions in them.
In practice, 99.9% allows the following amount of downtime before a credit is owed:
| Commitment | Allowance in a 30-day month | Allowance in a 31-day month |
|---|---|---|
| 99.9% | 43 minutes 12 seconds | 44 minutes 38 seconds |
| 99.95%, negotiated on Enterprise | 21 minutes 36 seconds | 22 minutes 19 seconds |
Free trials, accounts suspended for non-payment, and beta or early-access features that are labelled as such carry no uptime commitment and no service credits.
02What uptime means
Monthly Uptime Percentage is calculated per calendar month, per account, as:
((Total Minutes in the Month minus Downtime Minutes) divided by Total Minutes in the Month) multiplied by 100.
The Platform means the services you are paying for: the web application, the API, the telephony call path including call setup and media, inbound routing, the CRM, the email and calendar sync workers, and the reporting layer.
Uptime is a measure of availability. It is not a measure of speed, of call quality, of AI accuracy, or of whether a third party you have connected is working.
03What counts as downtime
A minute is a Downtime Minute when, for that whole minute, the Platform is unavailable or functionally unusable to you. In practice that means one of the following:
- the web application or the API returns a server error, or fails to respond, to more than 5% of requests
- outbound calls cannot be placed, or inbound calls cannot be delivered to any destination on the account
- call audio does not connect on more than 5% of calls that otherwise set up
- call recordings are not captured for calls that are configured to be recorded
- authentication fails, so users cannot sign in
Partial degradation is not downtime. A slower page, a report that takes longer to build, a queued background job, or a single feature being unavailable while the rest of the Platform works, does not count.
A minute in which the failure affects only one user, one device or one network is not a Downtime Minute. Downtime is measured at the account level.
04What is excluded
The following are not Downtime Minutes and do not count towards a credit:
- Scheduled maintenance announced at least 48 hours in advance on status.adoptiv.com and by email to account administrators.
- Emergency maintenance carried out to protect the security or integrity of the Platform, where we give as much notice as the circumstances allow.
- Anything caused on your side: your network, your firewall, your devices, your DNS, your SIP configuration, your credentials, a misconfiguration you made in the Platform, or your own code calling our API.
- Suspension or termination of your account under the [Terms of Service](/legal/terms) or the [Acceptable Use Policy](/legal/acceptable-use), including suspension for non-payment.
- Failure of a third-party carrier, telephone network or number range that is outside our control, and any failure attributable to a carrier you have brought yourself.
- Failure of a third-party service you have connected, such as a CRM, a mailbox provider, a calendar or an automation tool.
- Force majeure, meaning events outside our reasonable control including natural disasters, epidemics, acts of government or war, internet backbone or power failure, and third-party cyberattack.
- Downtime caused by you exceeding a documented rate limit or usage limit for your plan.
- Beta and early-access features that are labelled as such at the time.
Where an incident is partly excluded and partly ours, we count the minutes that are ours.
05How we measure
The measurement window is the calendar month, in UTC, from 00:00 on the first day to 23:59:59 on the last.
Availability is measured by our own external monitoring, which checks the web application, the API, the authentication path and the call path from several networks outside our infrastructure, at intervals of one minute or less. A check must fail from more than one location before the minute is counted, so that a fault in one monitoring network does not create a phantom outage.
Downtime starts at the first failed minute confirmed by monitoring or, if earlier, the time recorded on the incident once we have investigated. It ends when service is confirmed restored.
Our monitoring record is the measurement of record. If you believe it is wrong, send us your own evidence with your claim and we will reconcile the two and tell you what we found.
06Service credits
If we miss the commitment in a month, you are owed a credit against the monthly subscription fee for the affected account:
| Monthly Uptime Percentage | Credit |
|---|---|
| 99.9% or above | None. The commitment was met |
| 99.0% to 99.89% | 10% of the monthly fee |
| 95.0% to 98.99% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
The monthly fee means the subscription fee for the month in which the downtime happened, for the account that was affected. On an annual plan it means one twelfth of the annual fee. Usage charges, telephone number charges, one-off fees and professional services fees are not included in the calculation.
Where an Enterprise Order Form sets a higher commitment, the thresholds in that Order Form replace the top row of this table and the rest of the schedule applies unchanged.
Credits are applied to your next invoice. Only one credit is owed per calendar month, at the highest tier reached.
07How to claim
Credits are not applied automatically. To claim, email sla@adoptiv.com within 15 days of the end of the month in which the downtime occurred. Include:
- your account name and the workspace domain
- the dates and times of each period of unavailability, in UTC
- what was unavailable, and how it showed up for you
- any logs, error responses, screenshots or third-party monitoring output you have
We acknowledge a claim within 2 business days and give you a decision within 10 business days, with the monitoring record we relied on. If we agree, the credit appears on your next invoice. If we do not agree, we tell you why.
A claim submitted more than 15 days after the end of the month is out of time and no credit is owed. Your account must be current on payments at the time of the claim and at the time the credit is applied.
08Credits are the only remedy
Service credits are your sole and exclusive remedy for any failure to meet the uptime commitment. They are not refundable in cash, not transferable to another account, and have no value on termination.
Nothing in this agreement limits a liability that cannot be limited by law, or a remedy available for a breach of the [Terms of Service](/legal/terms) other than the uptime commitment.
09Scheduled maintenance
The standing maintenance window is 02:00 to 04:00 UTC on weekdays. We use as little of it as the work needs, and most releases take no window at all.
Every planned maintenance that could interrupt service is announced at least 48 hours in advance on status.adoptiv.com and by email to account administrators, with the window, the expected impact and the services affected.
Planned maintenance is capped at 8 hours in total in any calendar month. Beyond that cap, further planned maintenance counts as downtime.
If a maintenance runs past its announced window, the overrun counts as downtime.
10Emergency maintenance
Where a security fix, a carrier change or a fault cannot wait for the standard notice period, we perform emergency maintenance and give you as much notice as the situation allows, in advance where possible and immediately afterwards where it is not.
Emergency maintenance is excluded from downtime. We do not use it to relabel an outage. If we take an emergency window, the status page will say what it was for.
11Status and incident communication
Current and historical availability, open incidents and planned maintenance are published at status.adoptiv.com. Subscribe there to get notifications directly.
During an incident we post an initial notice as soon as we have confirmed it, and updates at least every 60 minutes until it is resolved.
For any incident that produces more than 60 minutes of downtime, we publish a post-incident review within 5 business days covering what happened, why, and what we are changing.
A security incident affecting your data is handled under the incident section of the [Terms of Service](/legal/terms) and the [Data Processing Agreement](/legal/dpa), and is notified to you directly rather than through the status page alone.
12Enterprise terms
Enterprise customers can negotiate a higher commitment, up to 99.95%, in an Order Form or Master Services Agreement. Where an Order Form and this page differ, the Order Form controls.
Enterprise arrangements can also cover a named incident contact, a defined response time for a severity one incident, and a higher credit ceiling. Ask compliance@adoptiv.com or your account contact.
This agreement covers Platform availability. It does not cover call quality or connectivity on a carrier you bring yourself, which is dealt with in the bring your own carrier section of the [Terms of Service](/legal/terms).
13Contact
Service credit claims: sla@adoptiv.com. Incidents in progress: support@adoptiv.com. Contract questions: compliance@adoptiv.com.
Adoptiv Inc, 2810 N Church St STE 88783, Wilmington, DE 19802, United States. Telephone +1 (636) 556 0022.
Adoptiv Inc, 2810 N Church St STE 88783, Wilmington, DE 19802, United States. Questions about this document go to legal@adoptiv.com. Privacy requests go to privacy@adoptiv.com.