Service Level Agreement

Uptime commitment

The platform is engineered for multi-region availability across European infrastructure. We commit to the following monthly uptime per plan, measured against authenticated API and dashboard surfaces.

Severity definitions

• P1 — Critical — Platform unavailable or finance-impacting incident across multiple customers. Response target: 30 minutes (Enterprise), 2 hours (Growth).
• P2 — Major — Significant feature degraded; workaround available. Response target: 4 business hours.
• P3 — Minor — Non-critical bug or single-tenant issue. Response target: 1 business day.
• P4 — Request — How-to, configuration help, feature request. Response target: 2 business days.

Scheduled maintenance

Planned maintenance is announced at least 5 business days in advance via the status page and email. Maintenance windows are excluded from uptime calculations and never exceed 2 hours per quarter.

Service credits

If we miss the uptime commitment for a given month, customers may request a service credit by emailing support@admetricai.app within 30 days of the affected period. Credits are calculated as a percentage of the monthly subscription fee and applied to the next invoice.

Exclusions

• Force majeure events including DDoS attacks beyond our mitigation capacity.
• Issues caused by customer-owned ad platform credentials being revoked.
• Beta features explicitly marked as preview at the time of incident.
• Bandwidth or network issues outside of our cloud providers’ control.

Reporting

Live and historical uptime is published at /status. Post-incident reports for every Sev 1 or Sev 2 incident are published within 5 business days.

Changes

We will give customers at least 30 days’ notice before any material change to this SLA. The current version is always available at this URL.