1. Availability Target
ADGTech targets 99.5% monthly uptime for the core Platform, excluding scheduled maintenance and events beyond ADGTech's reasonable control. Enterprise contracts may include higher availability commitments.
Uptime is measured as: (Total minutes in month − Downtime minutes) / Total minutes × 100%. Downtime means the Platform is completely inaccessible for all users in a customer account, excluding excluded events below.
2. Maintenance Windows
Scheduled maintenance is conducted during low-traffic periods, typically between 11:00 PM and 4:00 AM in the Eastern Time Zone. Customers will be notified at least 48 hours in advance of planned maintenance that is expected to cause service interruption.
Emergency maintenance required for security or stability may be conducted with shorter notice.
3. Support Response Times
Support is provided during business hours (Monday–Friday, 9:00 AM to 6:00 PM ET) unless enterprise contracts specify extended coverage.
| Priority | Definition | Initial Response |
|---|---|---|
| Critical (P1) | Platform completely unavailable; data loss or security breach | 1 business hour |
| High (P2) | Major feature unavailable; significant workflow impact | 4 business hours |
| Medium (P3) | Feature degraded; workaround available | 1 business day |
| Low (P4) | Minor issue; cosmetic; general questions | 2 business days |
4. Customer Responsibilities
To qualify for SLA support, customers must: provide accurate and complete information when submitting support requests; designate a primary technical contact for critical issue escalation; maintain a supported browser and operating system; and ensure authorized users are trained on Platform features.
5. Exclusions
SLA availability commitments do not apply to: scheduled maintenance windows; issues caused by customer systems, configurations, or third-party integrations; force majeure events (natural disasters, government actions, internet outages beyond ADGTech's control); customer-caused outages; or free trial accounts.
6. Service Credits
Service credits may be available for availability failures below the committed target in enterprise contracts. Credit eligibility and amounts are defined in individual enterprise agreements. Credits are the sole and exclusive remedy for availability failures.
7. Enterprise Support
Enterprise customers may negotiate custom SLA terms including: higher availability commitments (99.9%+); dedicated support contacts; extended support hours; faster escalation paths; quarterly business reviews; and custom reporting.
Contact: enterprise@adgtech.ai