The Service Level Agreement 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.
Uptime target
AdTech Europe aims for 99.9% monthly availability of the bidding and ad-serving systems, measured by its monitoring and published on status.adtech.eu.
Planned maintenance
Announced at least 48 hours in advance and kept outside peak hours where possible. Planned maintenance does not count as downtime.
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 |
Service credits
If monthly availability falls below target, you can request a credit on the next invoice:
- 5% of the monthly platform fee below 99.9%
- 10% below 99.5%
- 25% below 99%
Credits are capped at 25% of the monthly fee, are the sole remedy for downtime, and must be requested within 30 days.
Exclusions
Problems caused by your own systems, third-party exchanges or networks, force majeure, or use that breaks the policies.
Report an incident at support@adtech.eu or by live chat.
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