Service Level Agreement
Services support overview
Onlinesales.ai shall deal with problems that are reported to it by the Customer in accordance with this SLA in accordance with the following response and resolution times (as determined by the severity of the problem).
Support requests
Onlinesales.ai shall deal with problems that are reported to it by the Customer in accordance with this SLA in accordance with the following response and resolution times (as determined by the severity of the problem).
- Publisher pulse platform: Support requests can be submitted 24/7/365 via the publisher portal (pulse). Requests will be addressed based on their severity, the customer's support plan (i.e., Standard or Premium), and the order in which they are received. A Product Support Engineer will respond within the designated initial response time, ensuring that your issue is handled promptly.
- Dedicated Slack channel & email support: Only available for Premium plan.
Emergency escalation
Customers may escalate a case if the subject of the request involves a system-critical issue, an extremely complex problem, or if an unreasonable amount of time has elapsed with no resolution after the Initial Response thresholds have been exceeded. To escalate, the customer should submit their request through the customer portal. Access to the ticketing portal will be provided during onboarding and has limited user access. When creating a case, they should include the following information:
- Business Impact
- Severity: High
- Original case reference
- Reason for the escalation request
Premium Onboarding support
The Onlinesales Support Team is available to assist with the onboarding process and to troubleshoot any issues that may arise in a remote setup. For premium on-site onboarding support, an additional fee of $150 per hour will be incurred, along with applicable travel and stay expenses.
API availability and latency SLA
* unless otherwise contracted.
Environments and endpoints
For the purpose of this agreement, the Service/Support Agreement pertains to production environments only. Environments such as staging (or any pre-production environment), sandbox, development, test or QA, do not carry any of these SLA or service guarantees.
Scheduled downtime
- OnlineSales shall notify the publisher at least 72 hours in advance of all scheduled outages of the OS Solution in whole or in part (“Maintenance Time”).
- All such scheduled outages shall: (a) last no longer than one hour, (b) be scheduled between the hours of 2:00 a.m. and 5:00 a.m, client timezone and (c) occur no more frequently than once per week; provided that OnlineSales may request client's approval for extensions of maintenance time above one hour.
Scheduled maintenance
- OnlineSales may need to undertake an emergency scheduled maintenance at a prior written notice of less than 72 hours. Such maintenance may be required for cases such as downtime required to release a defect or to address any issues OnlineSales faces with the third party cloud infrastructure services.
- For avoidance of doubts, the scheduled maintenance downtime shall not be counted towards computing the Uptime Availability.
Definitions
- Business Day: Monday to Friday (other than a day designated as a national holiday within the Time Zone Support regions).
- Business Hours: 10 AM to 8 PM (local time of applicable Time Zone) on a Business Day.
- Incident: an unplanned service interruption or a service's quality reduction.
- Uptime Availability: the uptime of the Core Components of the Service, measured per calendar year. Uptime Availability does not include downtime that results from a Customer Cause or a Force Majeure Event.
- OS: Onlinesales.ai
- Initial Response Time: the period within which clients will receive confirmation from our Technical Support team acknowledging their inquiry. This confirmation includes a ticket tracking number and an estimated timeframe for resolution or an update. The response time varies based on the severity of the issue and the customer's support level.
- Resolution Time: the maximum Service Level Agreement (SLA) within which an inquiry or issue will be fully resolved. This timeframe is determined by the severity of the case or ticket, with more critical issues generally requiring faster resolutions.
- Severity 1 (Sev 1): Severity 1 means an error or issue that results in the complete interruption of a production system that impacts all ad serving and no viable workaround exists.
ad servers timing out. - Severity 2 (Sev 2): Non-Severity 1 problems with the OS Solution in which the OS Solution is down, inoperable, inaccessible, unavailable, severely limited or degraded affecting more than 30% of Ad Revenues.
advertisers unable to create and launch campaigns via the portal - Severity 3 (Sev 3): Default priority for system related issues or bugs which are not categorised as severity 1 or severity 2.
missed notifications, delayed reporting. - Severity 4 (Sev 4):
All the requests which are not classified as system bugs or system issues.data requests, training requests, feature requests, configuration requests.
Changes to this agreement
Please note that Onlinesales.ai reserves the right to change or update this Agreement at any time (including the measurements and classification of issues). If we do so, we will notify you at least 5 business days prior to making the change, and the change becoming effective.