General: This SLA sets forth the service levels and service level terms pursuant to which AppsFlyer will provide the Services to Customer. This SLA is subject to, and an integral part of, the Agreement. Capitalized terms used herein shall have the meaning ascribed to them in the Agreement, unless otherwise specifically defined herein.
Scope of Services: This SLA covers issues related to the accessibility or performance of the Services that are under AppsFlyer’s control (“Issues”).
It does not include creation of code, testing of SDK integration, data analysis for business purposes and troubleshooting of partner applications and platforms.
Contact Methods and Operating Hours: Customer may submit a ticket by email to firstname.lastname@example.org or through the platform; provided that any Severity 1 (critical) issues that occur following business hours must be followed up with a phone call to the phone number below for it to be responded to within the response times below. Business hours are from 9:00 a.m. GMT on Monday to 22:00 p.m. GMT on Friday, excluding weekends and holidays. The phone number for notifying of severity 1 critical issues is: +1800-660-2818. All requests and reports whether by phone or email must be in English.
Submitting a case:
Cases should be submitted with the following information:
- Submitter full name
- Customer name
- Submitter email address and the email address of the account owner in the Platform
- Phone number including country code
- Relevant apps and time range (if applicable)
- Detailed description of the problem including reproduction scenario
Severity Levels: Support Cases will be categorized and handled according to the assigned severity levels as set forth below. The case severity level of the Issue will be determined by AppsFlyer at the time of the case submission, and will be updated by AppsFlyer’s Support Engineers as follows:
Initial Response Time
1 – Critical
Critical production issue completely disabling the provision of the Services or a material security issue. Data failing to be displayed temporarily through the dashboard or a raw report shall not be deemed critical if data is still being collected.
2 – Medium
Services are functioning but an essential functionality is impacted or performance is significantly degraded in a persistent way.
3 – Low
Minor Issues that are not Critical or High and that do not impact in any significant way on the ability to use the Services – for example, cosmetic issues, or isolated features with minimal impact to Customer’s operation.
Upon investigating the Issue and taking into consideration Customer’s position, AppsFlyer shall determine whether the Issue shall be corrected or if such Issue is insignificant to the overall functionality or performance of the Service in which case AppsFlyer reserves the right not to correct such Issue or agree with Customer on a timeline for correction.
Cooperation: Customer must provide reproduction scenario to the reported case, in order to enable AppsFlyer to provide appropriate support. Customer agrees to fully cooperate and work closely with the support engineers to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate.
Availability Service Levels
- Link Serving Server Uptime: 99.9%
- API & Reporting Servers Uptime: 99%
- Resolution. Should AppsFlyer fail to resolve an Issue within the Resolution Time, Customer shall be entitled to a service credit as follows:
Deviation from targeted resolution time
- Link Serving Server Uptime (not including Excluded Downtime):
Monthly Uptime Percentage
- API & Reporting Servers Uptime (not including Excluded Downtime):
Monthly Uptime Percentage
Service Credits are from the monthly value of the total Service Package price and shall be credited to your AppsFlyer account for the following billing period. In no event shall Service Credits exceed 20% of the monthly value during any given month or of the total Service Package fees. Furthermore, Service Credits shall not be granted in the event Customer has any outstanding payment due to AppsFlyer.
“Excluded Downtime” shall mean downtime to the extent resulting from scheduled maintenance and events beyond AppsFlyer’s reasonable control, such as any downtime: (a) caused by outages to any public Internet backbones, networks or servers; (b) caused by any failures of Customer’s Application, equipment, systems or local access services; or (c) strikes, riots, insurrection, fires, floods, explosions, war, governmental action, labor conditions, earthquakes or natural disasters.
To receive Service Credits, Customer must submit a credit request within 30 days of the event that gave rise to the Service Credit. Platform status is publicly accessed via status.appsflyer.com.