effective date: june 8, 2025
this sla applies to all clients under an active support agreement with ach media agency.
service availability
- we guarantee 99.9 % uptime per calendar month, excluding scheduled maintenance and force majeure
- scheduled maintenance windows will be communicated at least 48 hours in advance
support & response times
- priority 1 (critical outage): initial response within 1 hour, resolution or workaround within 4 hours
- priority 2 (major issue): initial response within 4 hours, resolution within 24 hours
- priority 3 (minor issue): initial response within 24 hours, resolution within 3 business days
service credits
- if monthly uptime falls below guaranteed level, client may request service credits equal to 10 % of that month’s fees for each 0.1 % below threshold, up to 50 %
exclusions
- downtime due to client systems, third-party outages, or scheduled maintenance
- issues caused by client modifications or unsupported configurations
performance reporting
- monthly uptime and ticketing reports available on request
- quarterly review meetings to discuss performance and improvements
termination of sla
- this sla remains in effect so long as client maintains an active support contract