Ad Partner SLA
For the purposes of this Schedule, the following terms shall have the following meanings:
Critical Priority Incident means the critical priority incidents described in the table in paragraph 4(c) this Schedule;
High Priority Incident means the high priority incidents described in the table in paragraph 4(c) this Schedule;
Incident Description means each of the incident descriptions listed in the table in paragraph 4(c) this Schedule;
Incident Response Times means the incident response times listed in the table in paragraph 4(c) this Schedule consisting of the notification response times, update frequency times and target resolution times in respect of each Incident Description;
Medium Priority Incident means the medium priority incidents described in the table in paragraph 4(c) this Schedule;
Permanent Resolution means a complete and permanent resolution to an Incident;
Service Hours means 24 hours per day, 365 days per year (366 days per year for leap years);
Service Levels means the criteria and performance levels for the Services as agreed between the parties from time to time, including the criteria and performance levels set out in Paragraph 2 of this Schedule;
Service Level Failure means a failure by Ad Partner to provide the Services in accordance with the Service Levels;
Workaround means an interim resolution to an Incident, sufficient to downgrade a Critical Priority Incident to a High Priority Incident or a High Priority Incident to a Medium Priority Incident.
|SERVICE ELEMENT||SERVICE LEVEL|
|Prohibited Creatives||Ad Partner will remove from any Ozone Site, Ads containing any Prohibited Creative or which link to any website, app or other online property which contains any such content, within no more than 2 hours of being notified by Ozone.|
|Availability||The Services shall be available for no less than 99.8% of Service Hours in any calendar month, with the exception of:
|Latency||The latency of the Ad Partner Platform shall at no time be greater than 300 milliseconds in relation to any bid request made through the Services.
The latency of the Ad Partner Platform shall be calculated by polling the service endpoint using a monitoring service such as Pingdom or similar once per minute.
3. SERVICE LEVEL FAILURES
Ad Partner shall:
As soon as reasonably practicable following its awareness of a Service Level Failure, take all reasonable steps to mitigate the impact of that Service Level Failure on the Services and Ozone;
Conduct a root cause analysis in respect of that Service Level Failure and provide a report to Ozone detailing its findings without undue delay and in any event within five Business Days following its awareness of such Service Level Failure;
Prepare a remediation plan for remedying that Service Level Failure and preventing recurrence taking into account reasonable comments from Ozone provided that a draft of such remediation plan shall be provided to Ozone for comment in relation to that Service Level Failure within five Business Days following Ad Partner’s awareness of such Service Level Failure; and
Implement that remediation plan at Ad Partner’s cost.
4. SERVICE RESPONSE LEVELS
Ad Partner shall:
Promptly upon becoming aware of an Incident affecting or related to the Services, take all commercially reasonable steps to remedy that Incident and prevent its recurrence; and
In accordance with the Incident Response Times applicable to that Incident (based upon the Incident Description)
Notify Ozone of the Incident;
Provide frequent updates to Ozone in respect of the Incident; and
Implement a Workaround or a Permanent Resolution.
The Incident Response Times are set out in the table below:
|INCIDENT SEVERITY||INCIDENT TYPE||INCIDENT RESPONSE TIMES|
|NOTIFICATION RESPONSE TIME||UPDATED FREQUENCY TIME||TARGET RESOLUTION TIME|
|Critical Priority Incident||An Incident which (i) renders the Service unusable in that Ozone is unable to generate revenue by using the Service ; (ii) results in the loss or corruption of Ozone Data, or (iii) is a data breach.||30 minutes||Every 1 Service Hour||4 Service Hours for Permanent Solution or Workaround|
|High Priority Incident||An Incident which (i) causes components of the Service to respond intermittently; or (ii) results in a failure of the Service to meet the Service Level relating to latency; or (iii) is a Critical Priority Incident affecting the Service in relation to which a Workaround has been implemented.||2 Service Hours||Every 4 Service Hours||8 Service Hours for Permanent Solution or Workaround|
|Medium Priority Incident||An Incident impacting the Service that is not a Critical Priority Incident or a High Priority Incident.||24 Service Hours||Every 48 Service Hours||At the next available service updated or release|