White Label DSP: Support & SLA
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Programmatic advertising is full of acronyms, and your clients won't all know them. The Digital Advertising Dictionary explains 500+ ad tech, programmatic and paid media terms in plain language. Open the dictionary The terms that cause the most confusion DSP vs SSP vs ADX - a DSP buys invento...
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Can I get help setting up my first campaign?
Yes. The Support Center says it plainly: write to us and the team walks you through it, or book a short call. What we can help with Choosing a format and the countries and devices to start with. Setting a realistic bid and budget, so the campaign can actually win traffic. Connecting conversion ... -
Does the SLA cover a self-hosted license?
No. 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. Why The SLA measures the availability of the bidding and ad-serving systems that AdTech Europe runs and monitors. When the... -
Escalating a critical incident
If your platform is down or not bidding, every minute costs your advertisers money. Here's how to make sure it is treated as critical. What counts as critical Under the Service Level Agreement, Critical means platform down, no bidding. The first response target is 1 hour, 24/7. A key feature b... -
Hosting & DevOps for self-hosted platforms
A licensed or source-code platform runs on your servers. If you don't have a DevOps team, Hosting & DevOps runs it for you — on your own servers, a cloud provider you choose, or a mix. What is included Setup and deployment — servers, databases and services installed and configured. Monitori... -
How to write a support request that gets solved fast
Most of the time spent on a ticket goes on questions back and forth. A complete first message often halves the time to a fix. Include these every time Your account or platform name, and your account ID. What you expected to happen. What happened instead, with the exact error message if there is... -
How upgrades reach your platform
Every new release of the DSP arrives in your platform too, at no extra cost. This article explains how that works. Rented White Label DSP Your platform runs on AdTech Europe's servers, so new releases are rolled out for you. "Free upgrades — every new release included" is part of every plan. Yo... -
Planned maintenance: how much notice you get
Platforms need maintenance: upgrades, infrastructure work and security patches. The Service Level Agreement sets out how it's handled on hosted plans. The commitment Planned maintenance is announced at least 48 hours in advance. It is kept outside peak hours where possible. Planned maintenance ... -
Moving your network from another ad platform? The Platform Migration service moves it for you, with both platforms running side by side until you are ready. What is moved Partners and endpoints — supply and demand connections rebuilt and tested. Advertisers and publishers — accounts, balances a...
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Platform status and release notes
Platform status The live status page at status.adtech.eu shows the health of every service, maintenance and incidents. Check it first if something looks wrong across the whole platform rather than in one campaign - it saves raising a ticket for a known incident. Planned maintenance is announced... -
Reporting a bad ad or a security problem
Two kinds of report need to reach AdTech Europe quickly: ads that break the rules and security problems. Both go to support@adtech.eu. Reporting an ad If you or one of your advertisers' users sees an ad that breaks the Advertising Policy — malware, phishing, fake system warnings, impersonation ... -
Self-service learning: tutorials, white papers, books and the dictionary
Not every question needs a ticket. The Support Center has several self-service resources for operators, their teams and advertisers. What's available Knowledge Base: step-by-step guides and fixes, the articles you're reading now. Release Notes: what is new on every platform. White Papers: how e... -
SLA service credits: when and how to claim
Hosted platforms are covered by the Service Level Agreement. If availability falls below target, you can claim a credit. Who is covered 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 99.9% monthly av... -
Support channels and response times
Pick the channel that fits the question. Support runs 24/7; sales works Monday to Friday. | Channel | How to reach us | Best for | |---|---|---| | Email | support@adtech.eu | Account, billing, technical questions; anything that needs a record | | Live chat | On adtech.eu/support | Quick question... -
Support & Maintenance plans for licensed platforms
If you license the platform or own the source code, you run it yourself. Support & Maintenance keeps it current for you. What a plan covers Updates — new versions and features installed for you. Fixes — issues investigated and resolved. Priority support — a direct line to the team that buil... -
What support covers, and support tiers
What support covers Launching, customizing, operating and scaling your platform: onboarding, branding and domain, client setup, integrations, supply, traffic quality, billing and technical guidance. Included in every plan Every platform plan - rented, licensed or owned - includes full onboardi... -
Who supports my advertisers: me or AdTech Europe?
On a White Label DSP, you own the advertiser relationship. Your advertisers see your brand, your support contacts and your terms, so they come to you for help. Who handles what | Your advertisers ask about | Who answers | |---|---| | Their account, campaigns, top-ups and invoices | You | | Your...