Planned maintenance is announced in advance and does not count as downtime under the Service Level Agreement.
The rules
- Maintenance is announced at least 48 hours in advance.
- It is kept outside peak hours where possible.
- Planned maintenance is excluded from the uptime calculation.
What the SLA covers
- It applies to clients on a hosted platform plan (DSP, SSP, ADX, DMP or white-label).
- Source-code licences hosted by the client are not covered.
- The target is 99.9% monthly availability of the bidding and ad-serving systems, measured by monitoring and published on status.adtech.eu.
Support response times
| Priority | Example | First response |
|---|---|---|
| Critical | Platform down, no bidding | 1 hour, 24/7 |
| High | Key feature broken | 4 business hours |
| Normal | Question or minor issue | 1 business day |
Unplanned downtime
If availability falls below target, you can request a service credit on the next invoice within 30 days.
Running your own servers?
Licence and source-code owners plan their own maintenance. The Support & Maintenance plans include updates, security patches and health checks.
Read the full Service Level Agreement. Related: What uptime does AdTech Europe commit to? (SLA explained) and How do I claim an SLA service credit?.
Nov 13, 2026