This document describes the minimum service levels of the Ozone Platform and escalation procedures in case of service failures.
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| Advertising Platform (excluding Admin Portal and Automated Reports) | |
|---|---|
| Availability of Advertising Platform | Advertising Platform to be available for no less than 99% of the time in any calendar month, with the exception of: (a) Scheduled Downtime; and "Scheduled Downtime" time spent performing, updates and upgrades, enhancement and routine maintenance activities, provided that: (a) Publisher has been given no less than 5 Business Days notice of such Scheduled Downtime; (b) no more than eight (8) hours of Scheduled Downtime takes place in each calendar month without prior written approval of Publisher; and (c) Scheduled Downtime takes place outside of Business Hours, or at a time agreed by Publisher; and "Unplanned Downtime" any period of downtime reasonably required to identify, investigate and/or take remedial steps in respect of an actual or suspected a) event beyond Ozone’s control that causes or may cause an Incident (as defined below), b) Security Breach, or c) threat to the security, stability, functionality or performance of the Advertising Platform (and/or connected systems) caused by an act or omission of Publisher or a person under its control. |
| Latency of Advertising Platform (European Union/ United States) | The latency of the Advertising Platform in the United Kingdom and United States shall at no time be greater than 1.5 seconds in relation to any Inventory Bid Request made through the Services. |
| Admin Portal and Automated Reports | |
| Availability of Admin Portal | Admin Portal to be available for no less than 98% of the time in any calendar month, with the exception of: (a) Scheduled Downtime; and (b) Emergency MaintenanceUnplanned Downtime. |
| Latency of Automated Reports | Automated Reports shall be available via the Admin Portal to Publisher no later than four hours following receipt by Ozone of an Inventory Bid Request. |
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