Last updated: 6 August 2026
1. Scope
This policy explains how AdyOps approaches service availability, maintenance, incidents and recovery. It is not a guaranteed service-level agreement unless an order form expressly incorporates a defined availability target and remedy.
2. Availability objective
AdyOps aims to keep the production application available for authorised users and to restore material interruptions promptly. Actual availability depends on application health, hosting, DNS, SSL, network connectivity, connected providers and customer configuration.
3. Planned maintenance
Maintenance may be required for security, upgrades, backups, database work, provider changes or performance. Where practical, material planned maintenance will be scheduled during lower-usage periods and communicated to the account contact.
4. Emergency maintenance
AdyOps may perform immediate maintenance without advance notice when necessary to address a security threat, provider failure, data-integrity risk or serious defect.
5. Incident priorities
| Priority | Example | Response objective |
|---|---|---|
| Critical | Widespread login failure, data-security event or service unavailable | Immediate triage |
| High | Core workflow materially impaired with no practical workaround | Priority investigation |
| Normal | Limited defect or report issue with a workaround | Standard support queue |
| Request | Configuration, training or enhancement | Plan-dependent scheduling |
6. Exclusions
Availability calculations, where contractually offered, normally exclude scheduled maintenance, customer devices or internet, misuse, unauthorised changes, expired subscription, customer credentials, external APIs, Meta/WhatsApp/provider outages, force majeure, DNS or registrar failure and events outside reasonable control.
7. Backups and recovery
Backup frequency, retention and restoration depend on hosting and the purchased service. Backups reduce risk but do not guarantee zero data loss. Any recovery-time or recovery-point objective must be stated in a signed service commitment.
8. Customer continuity responsibilities
Customers should maintain current contacts, secure credentials, documented internal workflows, required exports and alternative communication procedures for critical operations. Dense operational dependence should be supported by a business-continuity plan.
9. Status communication
During a material incident, AdyOps may provide updates through email, the application, support messages or another reasonable channel. Updates may be preliminary while investigation continues.
10. Service credits
Cash refunds or service credits are not automatic. A service credit is available only when a signed SLA states the target, measurement method, exclusions, claim deadline and exclusive remedy.
11. Contact
Report an availability issue to Support@adyops.com with the affected URL, workspace, start time, screenshots and impact. Do not send passwords or access tokens.