Service Level Agreement (SLA)

Bilberry Technologies Ltd trading as Adclear

Introduction

This Service Level Agreement (“SLA”) forms part of the Terms and Conditions (“T&Cs”) between Bilberry Technologies Ltd trading as Adclear (“Adclear”) and the Customer.

It defines the service levels, performance commitments, and remedies relating to the Services, in accordance with the T&Cs which it supplements.

 1. Agreement Term 

This SLA begins on the Effective Date stated in the T&Cs.

 2. Service Availability

Uptime Commitment:

Adclear will ensure the Adclear Platform is available 99% of the time in each calendar month, excluding:

  • Planned Maintenance (minimum 24 hours’ notice)
  • Emergency maintenance to address critical security or stability issues
  • Events of Force Majeure (as defined in the T&Cs)

Availability Calculation:

Availability (%) = (Total Minutes in Month – Unplanned Downtime Minutes) ÷ Total Minutes in Month × 100

3. Maintenance

Planned Maintenance: Scheduled outside UK business hours (8am-6pm) where possible, with at least 24 hours’ notice.

Emergency Maintenance: May occur at any time to protect system security or stability; notification will be given as soon as possible.

 4. Service Credits

Where Adclear determines that availability has fallen below the Availability Target for the applicable measurement period, the Customer may be eligible for a service credit, to be applied against the following quarter’s Fees, as set out below:

Availability Target

Service Credit

98.00<98.99%

10%

95.00<97.99%

25%

90.00<95.00%

35%

<90.00%

50%

Note: service credits are the sole financial remedy for missed uptime targets.

5. Support Hours & Response Times

Support is available Monday to Sunday (UK Time), 07:00 - 23:30 on Business Days via email (help@adclear.ai) and Slack.

  • Critical priority issues (service unavailable or severe data loss): Adclear will respond within 1 hour.

  • High priority issues (major functionality affected): Adclear will respond within 4 hours.

  • Medium priority issues (partial loss of functionality with a workaround available): Adclear will respond within 1 Business Day.

  • Low priority issues (minor issues or information requests): Adclear will respond within 2 Business Days.

 6. Exclusions

This SLA does not apply to service interruptions or performance issues caused by:

  • The Customer’s own systems, hardware, or network
  • Unauthorised use or modification of the Services
  • Beta or trial services
  • Third-party integrations not controlled by Adclear

 7. Reporting

Adclear will provide uptime and incident reports upon reasonable request.

 8. General

This SLA is incorporated into and governed by the T&Cs.

If there is a conflict between this SLA and the T&Cs, the T&Cs will take precedence, except where this SLA sets a higher service standard.

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Any capitalised terms used herein and not defined, shall have the meaning ascribed to them in the T&Cs. 

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