Scope
These targets apply only when the order form references them. They are service targets, not promises of advertising performance.
Application availability
Target monthly availability of the client dashboard: 99.5%, excluding scheduled maintenance announced at least 48 hours ahead and outages of advertising platforms or other providers outside our control.
Response targets (UK business days)
- Critical (campaign spending incorrectly, tracking down, security incident): first response within 2 business hours.
- High (launch blocked, report data materially wrong): within 1 business day.
- Normal (changes, questions): within 2 business days.
Reporting
Monthly executive report published within 7 business days of month end, unless delayed by missing client data.
Service credits
If availability falls below target in a month, the client may request a credit of 5% of that month's recurring service fee for each full 0.5% below target, capped at 25%. Requests must be made within 30 days of the month end. Credits are the sole remedy for availability shortfalls, without affecting the client's right to cancel at any time.
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