1. Overview & Scope
This Service Level Agreement ("SLA") describes the availability, performance, and support commitments SkyDome AdNetwork provides to Publishers and Advertisers with an active account. This SLA applies to the SkyDome dashboard (dashboard.skydome.co.za), ad-serving APIs (including getAdByType, getAdsByApp, and trackAds), and the SkyDome SDK backend infrastructure. It does not apply to Publisher Apps themselves, third-party networks, or issues originating outside SkyDome's infrastructure.
2. Platform Availability
| Component | Target Uptime | Measurement Window |
|---|---|---|
Ad-serving APIs (getAdByType, getAdsByApp) | 99.5% | Calendar month |
Event tracking API (trackAds) | 99.5% | Calendar month |
| Dashboard (login, reporting, campaign management) | 99.0% | Calendar month |
Uptime is calculated as: (Total Minutes in Period − Downtime Minutes) ÷ Total Minutes in Period × 100. "Downtime" means the relevant component is unavailable or returns server errors (HTTP 5xx) for a sustained period, as measured by SkyDome's monitoring systems, excluding Scheduled Maintenance and events listed under Exclusions.
3. Ad Serving Performance
| Metric | Target |
|---|---|
| API response time (ad request, p95) | < 300ms |
| Event tracking acknowledgement (p95) | < 200ms |
| Reporting data freshness in dashboard | Updated within 15 minutes of event receipt |
Performance targets are measured at SkyDome's origin infrastructure and do not account for Publisher-side network conditions, device performance, or carrier latency.
4. Support & Response Times
| Severity | Definition | Initial Response | Target Resolution |
|---|---|---|---|
| Critical | Ad serving or tracking fully down network-wide; no ads delivering. | 1 business hour | 4 business hours |
| High | Significant degradation affecting a subset of Publishers/Advertisers, or billing/reporting inaccuracy. | 4 business hours | 1 business day |
| Normal | Non-critical functional issue with a workaround available (e.g. a single dashboard report). | 1 business day | 3 business days |
| Low | General question, minor UI issue, or feature request. | 2 business days | Best effort |
Business hours: Monday–Friday, 08:00–17:00 SAST (South Africa Standard Time), excluding South African public holidays. Critical severity issues may be reported outside business hours via the emergency contact channel provided at onboarding.
5. Scheduled Maintenance
SkyDome may perform scheduled maintenance that temporarily affects availability. We will provide at least 48 hours' advance notice via the dashboard or email for maintenance expected to cause visible disruption, and will endeavour to schedule such windows outside of peak traffic hours (typically 00:00–05:00 SAST). Emergency maintenance required to address a security vulnerability or critical stability issue may be performed with reduced or no notice.
6. Service Credits
If SkyDome fails to meet the Platform Availability targets in Section 2 in a given calendar month, an affected Publisher or Advertiser with an active paid or revenue-generating account may request a service credit as follows:
| Monthly Uptime Achieved | Service Credit |
|---|---|
| 99.0% – 99.49% | 5% of that month's platform fees or a proportional make-good in ad delivery, at SkyDome's discretion |
| 95.0% – 98.99% | 10% |
| Below 95.0% | 25% |
Service credit requests must be submitted in writing within 30 days of the end of the affected month, including the dates and times of impact. Service credits are the sole and exclusive remedy for failure to meet the availability targets in this SLA, unless otherwise required by law or a separately negotiated agreement.
7. Exclusions
This SLA does not apply to unavailability or performance issues caused by:
- Scheduled Maintenance performed in accordance with Section 5;
- Force majeure events (natural disasters, war, national telecommunications outages, etc.);
- Issues in a Publisher App, third-party SDKs, or a Publisher's or Advertiser's own network/hosting;
- Misuse of the API/SDK, including exceeding documented rate limits;
- Suspension of an account for breach of the Terms of Service;
- Third-party service outages outside SkyDome's infrastructure (e.g. upstream cloud provider incidents beyond our control), which we will nonetheless work in good faith to mitigate.
8. Reporting & Monitoring
SkyDome monitors uptime and performance using internal automated monitoring. Publishers and Advertisers can view real-time delivery statistics via the dashboard Reports section. Historical incident summaries are available on request.
9. Escalation Procedure
- Step 1: Submit a support request via the dashboard or support email with severity classification.
- Step 2: If the initial response SLA in Section 4 is missed, reply to the same ticket requesting escalation.
- Step 3: For Critical issues with no response within the target window, use the emergency contact channel provided at onboarding.
10. Term & Review
This SLA is incorporated into, and forms part of, the SkyDome Terms of Service. SkyDome reviews SLA targets periodically and may update them with 30 days' notice to active accounts; material reductions in committed service levels will not apply retroactively to the then-current billing period.