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 broken is High (4 business hours). Questions and minor issues are Normal (1 business day).
How to report it
- Check status.adtech.eu first. If the problem is already listed, you'll see updates there.
- Report it by live chat or email to support@adtech.eu.
- Start with the word Critical and one line on the impact: "Critical: no bidding on all campaigns since 14:05 UTC."
- Add the details: platform name, what you see, when it started, and what you've checked.
- Keep one thread. Updates in the same conversation keep the history together.
While you wait
- Tell your largest advertisers that you're aware and working on it.
- Don't make big changes to campaigns or settings; they make diagnosis harder.
- Note the times of anything you see, for any later service credit request.
Afterwards
If monthly availability falls below the target, you can request a service credit within 30 days.
Related: SLA service credits: when and how to claim · Support channels and response times
Nov 13, 2026