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 availability of the bidding and ad-serving systems, measured by AdTech Europe's monitoring and published on status.adtech.eu. Planned maintenance — announced at least 48 hours ahead — does not count as downtime.
Credit levels
| Monthly availability | Credit on the next invoice |
|---|---|
| Below 99.9% | 5% of the monthly platform fee |
| Below 99.5% | 10% |
| Below 99% | 25% |
Credits are capped at 25% of the monthly fee and are the sole remedy for downtime.
How to claim
- Note the dates and times of the outage (the status page helps).
- Email support@adtech.eu or use live chat within 30 days.
- The credit applies to your next invoice.
What is excluded
Problems caused by your own systems, third-party exchanges or networks, force majeure, or use that breaks the policies. For example, a supply partner going offline is not platform downtime.
For your own clients
If you promise your advertisers an SLA, don't promise more than you receive.
Related: Support channels and response times · Platform status and release notes