Service Level Agreement (SLA)
Choose the service level that fits your goals, with clear guidelines on support, issue resolution and
uptime. Our SLA provides transparency and reliability so you can focus on growing your business.
Services Support Overview
Onlinesales.ai shall deal with problems that are reported to it by the Customer in accordance with this SLA in accordance with the following response and resolution times (as determined by the severity of the problem).
Services
Standard
Recommended for publishers seeking essential support for ongoing operations, the Standard Support plan provides unlimited access to email-based assistance.
Ideal for troubleshooting, testing, and ensuring the smooth functioning of your platform, this plan offers dependable support while you manage and grow your business.
Designed for businesses with mission-critical operations, the Premium Support plan provides comprehensive assistance through multiple channels.
With priority response times and faster resolutions, this plan is ideal for publishers requiring proactive and immediate support to maintain optimal platform performance and ensure business continuity.
Pricing
Part of Standard Contract
Additional $5k Monthly Minimum + 0.5% of Ad Revenue
Communication Channels
Ticketing System via Osmos Pulse
Ticketing System via Osmos Pulse, Email, Slack
Initial Response Time
Sev 1 - 2 Hours
Sev 2 - 8 Hours
Sev 3 - 2 Business Days
Sev 4 - 4 Business Days
Sev 1 - 1 Hour
Sev 2 - 4 Hours
Sev 3 - 1 Business Day
Sev 4 - 2 Business Days
Resolution Time
Sev 1 - 4 Hours
Sev 2 - 24 Hours
Sev 3 - 4 Business Days
Sev 4 - No SLA
(based on prioritization or commercials as applicable)
Sev 1 - 2 Hours
Sev 2 - 12 Hours
Sev 3 - 2 Business Day
Sev 4 - No SLA
(based on prioritization or commercials as applicable)
Support Requests
Onlinesales.ai shall deal with problems that are reported to it by the Customer in accordance with this SLA in accordance with the following response and resolution times (as determined by the severity of the problem).
Publisher Pulse Platform
Support requests can be submitted 24/7/365 via the publisher portal (pulse). Requests will be addressed based on their severity, the customer's support plan (i.e., Standard or Premium), and the order in which they are received. A Product Support Engineer will respond within the designated initial response time, ensuring that your issue is handled promptly
Dedicated Slack Channel & Email support
Only available for Premium Plan
Emergency Escalation
Customers may escalate a case if the subject of the request involves a system-critical issue, an extremely complex problem, or if an unreasonable amount of time has elapsed with no resolution after the Initial Response thresholds have been exceeded. To escalate, the customer should submit their request through the customer portal. Access to the ticketing portal will be provided during onboarding and has limited user access. When creating a case, they should include the following information:
Business Impact
Severity: High
Original case reference
Reason for the escalation request
Premium Onboarding Support
The Onlinesales Support Team is available to assist with the onboarding process and to troubleshoot any issues that may arise in a remote setup.
For premium on-site onboarding support, an additional fee of $150 per hour will be incurred, along with applicable travel and stay expenses.
API Availability & Latency SLA
API Endpoints
RPM
Response Latency (p95)
Uptime Availability
Ads & Event API
100,000
80ms
99.9%
Product Feed API
600
400ms
99.9%
Campaign API
30
300ms
99.9%
Asterisk unless otherwise contracted
Environments and Endpoints
For the purpose of this agreement, the Service/Support Agreement pertains to production environments only.
Environments such as staging (or any pre-production environment), sandbox, development, test or QA, do not carry any of these SLA or service guarantees.
Scheduled Downtime
OnlineSales shall notify the publisher at least 72 hours in advance of all scheduled outages of the OS Solution in whole or in part (“Maintenance Time”).
All such scheduled outages shall: (a) last no longer than one hour, (b) be scheduled between the hours of 2:00 a.m. and 5:00 a.m, client timezone and (c) occur no more frequently than once per week; provided that OnlineSales may request client's approval for extensions of maintenance time above one hour.
Scheduled Maintenance
OnlineSales may need to undertake an emergency scheduled maintenance at a prior written notice of less than 72 hours. Such maintenance may be required for cases such as downtime required to release a defect or to address any issues OnlineSales faces with the third party cloud infrastructure services.
For avoidance of doubts, the scheduled maintenance downtime shall not be counted towards computing the Uptime Availability.
Definitions
Business Day means Monday to Friday (other than a day designated as a national holiday within the Time Zone Support regions).
Business Hours means 10 AM to 8 PM (local time of applicable Time Zone) on a Business Day.
Incident is an unplanned service interruption or a service's quality reduction.
Uptime Availability means the uptime of the Core Components of the Service, measured per calendar year. Uptime Availability does not include downtime that results from a Customer Cause or a Force Majeure Event.
OS Onlinesales.ai
Initial Response Time: Refers to the period within which clients will receive confirmation from our Technical Support team acknowledging their inquiry. This confirmation includes a ticket tracking number and an estimated timeframe for resolution or an update. The response time varies based on the severity of the issue and the customer's support level.
Resolution Time: Refers to the maximum Service Level Agreement (SLA) within which an inquiry or issue will be fully resolved. This timeframe is determined by the severity of the case or ticket, with more critical issues generally requiring faster resolutions.
Severity 1 (Sev 1):
Severity 1 means an error or issue that results in the complete interruption of a production system that impacts all ad serving and no viable workaround exists.
Example: Ad servers timing out
Severity 2 (Sev 2):
Non-Severity 1 problems with the OS Solution in which the OS Solution is down, inoperable, inaccessible, unavailable, severely limited or degraded affecting more than 30% of Ad Revenues
Example: Advertisers unable to create and launch campaigns via the portal
Severity 3 (Sev 3):
Default priority for system related issues or bugs which are not categorised as severity 1 or severity 2
Example: Missed Notifications, delayed reporting
Severity 4 (Sev 4):
All the requests which are not classified as system bugs or system issues
Example: Data requests, training requests, feature requests, configuration requests
Changes to this Agreement
Please note that Onlinesales.ai reserves the right to change or update this Agreement at any time (including the measurements and classification of issues). If we do so, we will notify you at least 5 business days prior to making the change, and the change becoming effective.
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