Service Level Agreement
1. Services
This document defines the services offered through the website (the "Services"), including, but not limited to:
- Hosting: Hosting of the Google Tag Manager ("GTM") server container.
- Features: The features offered and the description for each platform defined on the website: https://www.adpage.io/prijzen.
- Implementation service: During the onboarding, the features offered and the description for each platform are agreed upon and further specified in a tagging plan. Anything not specified during the onboarding, including the tagging plan and desired advertising platforms, is outside the service.
- Customer support: receive customer support via e-mail. See section 2.
- Tracking Dashboard: A tracking dashboard that tracks the account and features used.
- Knowledge base: Access to a knowledge base explaining the features and how to use them.
- Subscription types: The exact scope of services provided is available on the website on pages dedicated to subscriptions or products, or offered separately, such as the strippenkaart https://www.adpage.io/strippenkaart. AdPage will offer you the services according to one of the subscription forms or conditions applicable to your chosen product. AdPage reserves the right to change the content and price of any subscription or product at any time. In such case, the change will apply to you as of the next billing period.
- Disclaimer: Services do not constitute business, technical, legal or otherwise professional advice. AdPage is not liable for the results of your use of the Services.
2. Support
AdPage provides support through a knowledge base and provides incident support through customer support at support@adpage.io.
- Procedure for Notifications: Customer Support will handle the processing of a report by Client and/or User. AdPage strives to accurately record notifications with a typing, time and date stamp and assigned priority. Once AdPage has satisfactorily resolved a report, AdPage strives to record that. If additional information from the Client and/or User is necessary to respond to the report, AdPage will request it as soon as possible and if response is not forthcoming, send a reminder.
- Accessibility Customer Support: Customer support is available during business hours from 09:00 to 17:00. Reports outside office hours will be handled by AdPage during office hours.
- Reporting on Support: AdPage shall ensure the recording of results under the SLA in an accurate, insightful and accessible manner. AdPage strives to record at least the following information:
- Number of reports received and incidents recorded.
- The nature of recorded incidents including assigned priority levels.
- Recorded response time per reported incident.
- Total measured availability.
- Exceptions to availability: Availability is measured on a monthly basis within the service period. The following cases are not included in service availability:
- Force majeure, including intervention by government agencies, Internet failures and/or sabotage of the service by third parties.
- Pre-announced work.
3. Service Levels and Availability.
To ensure the quality of our services, we maintain the following service levels:
- Uptime: We guarantee a monthly uptime of 99.8% for our services. This percentage applies to the main servers and the functionality of the Google Tag Manager server container. The uptime is measured monthly and can be viewed in the tracking dashboard.
- Incident Response Times: Response time is measured from the time a notification is received at support@adpage.io. Response time is the time taken for an initial response or status update.
- High Priority (e.g., service is not available): Response within 4 hours during business hours.
- Normal Priority (for example, a functionality is not working correctly): Response within 1 business day during office hours.
- Low Priority (for example, a question or advice): Response within 2 business days during office hours.
4. Roles and Responsibilities.
- Responsibilities AdPage:
- Proactively monitor infrastructure and services.
- Communicating scheduled maintenance and unforeseen outages in a timely manner.
- Processing reports and resolving incidents within established response times.
- Responsibilities Principal:
- Timely reporting of incidents through the appropriate channel (support@adpage.io).
- Providing all necessary information to investigate and resolve a report.
- Ensuring a stable Internet connection and keeping their own systems up-to-date.
5. Incident and Problem Management.
- Classification of Incidents: Incidents are classified based on impact and urgency. This classification determines the priority and thus the response time.
- Resolution times: After initial response, AdPage strives to resolve high priority incidents within 24 hours during business hours. Normal priority has a target time of 3 business days and low priority has a target time of 5 business days. These times may vary if there are dependencies on third parties.
6. Change Management
AdPage may change the content and price of subscriptions and products. Service changes that affect the service levels set forth in this SLA will be communicated in writing at least 30 days in advance.
7. Escalation procedure
Should the Client not be satisfied with the progress or resolution provided for a report, the report can be escalated through the following steps:
- Escalation to Customer Support Manager at support@adpage.io.
8. Contract Duration and Termination.
This SLA is inseparable from the main agreement and has the same term. Upon termination of the main agreement, this SLA also expires. The conditions for termination are described in the general terms and conditions of the main agreement.
