This SLA applies only to customers who have executed it with Prime Signal in writing. The standard Amplify, Amplify Pro, and Amplify Agency plans published at primesignalsoftware.com/pricing do not include SLA guarantees. Where this SLA has been executed, the service level that applies to you is the level identified in your executed agreement.
1. Platform Availability
| Service Level | Monthly Uptime |
|---|---|
| Level 1 | 99.9% |
| Level 2 | 99.95% |
| Level 3 | 99.99% |
Uptime is calculated as:
(Total minutes in month - Downtime minutes) / Total minutes × 100
Downtime means the Prime Signal platform is unavailable or returning errors for more than 50% of requests. Scheduled maintenance windows are excluded from downtime calculations.
2. Autonomous Action Response Times
Time from issue detection on a connected ad account to the start of an autonomous corrective action:
| Service Level | Response Time |
|---|---|
| Level 1 | Within 10 minutes |
| Level 2 | Within 5 minutes |
| Level 3 | Within 2 minutes |
3. Escalation Response Times
Time from a failed autonomous action to human escalation:
| Service Level | Response Time |
|---|---|
| Level 1 | Within 15 minutes |
| Level 2 | Within 10 minutes |
| Level 3 | Within 5 minutes |
4. Support Response Times
| Priority | Description | Response Time |
|---|---|---|
| P1 | Platform down | 1 hour (all service levels) |
| P2 | Major feature unavailable | 4 hours |
| P3 | Minor issue | 1 business day |
5. Remedies for SLA Failures
If Prime Signal fails to meet the uptime commitment for your service level in any calendar month, Customer is entitled to service credits:
| Availability | Credit |
|---|---|
| Below your committed level and at or above 99.0% | 10% of monthly fee |
| Below 99.0% and at or above 95.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits are applied to the next invoice and do not constitute a refund. Maximum credit in any month: 50% of monthly fee. Credits are the sole remedy for SLA failures. Prime Signal is not liable for damages arising from availability failures.
6. Exclusions
This SLA does not apply to:
- Failures caused by Customer's own systems, websites, or account configuration
- Failures caused by third-party services (ad platforms, hosting providers, and other external services)
- Failures during scheduled maintenance
- Failures caused by Force Majeure events
- Failures resulting from Customer exceeding usage limits
7. Claiming Credits
Submit credit requests within 30 days of the incident to sla@primesignalsoftware.com with the incident date, duration, and description. Prime Signal will verify and apply eligible credits within 14 days.