Our uptime and support commitments.
This Service Level Agreement ("SLA") applies to clients on a hosted platform plan (DSP, SSP, ADX, DMP or white-label) with AdTech Europe. Source-code licences hosted by the client are not covered.
We aim for 99.9% monthly availability of the bidding and ad-serving systems, measured by our monitoring and published on status.adtech.eu.
Announced at least 48 hours in advance and kept outside peak hours where possible. Planned maintenance does not count as downtime.
| 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 |
If monthly availability falls below the target, the client can request a credit on the next invoice: 5% of the monthly platform fee below 99.9%, 10% below 99.5% and 25% below 99%. Credits are capped at 25% of the monthly fee and are the sole remedy for downtime. Requests must be made within 30 days.
Problems caused by the client's own systems, third-party exchanges or networks, force majeure, or use that breaks our policies.
Report an incident: support@adtech.eu or live chat.