Factor42

Service Level Agreement

Last Updated: April 12, 2026

Legal

This Service Level Agreement (“SLA”) describes Factor42’s service commitments to its clients. This SLA is incorporated by reference into the applicable Statement of Work (SOW) or Master Services Agreement (MSA). In the event of any conflict between this SLA and the SOW/MSA, the SOW/MSA shall prevail.

1. Overview and Scope

This SLA applies to the following services provided by Factor42:

  • Ad campaign trafficking and launch management
  • Reporting dashboards and data delivery
  • Campaign monitoring, pacing, and optimization
  • Client support and incident response

Commitments in this SLA are measured on a calendar-month basis unless otherwise specified.

2. Service Availability

2.1 Reporting Dashboard Uptime

Factor42 commits to maintaining 99.9% monthly uptime for client-facing reporting dashboards and data portals. Uptime is calculated as:

Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100

Scheduled maintenance windows are excluded from downtime calculations (see Section 7).

2.2 Measurement

Availability is measured using automated monitoring tools. Monthly uptime reports are available upon request.

3. Ad Trafficking SLA

Factor42 commits to the following campaign trafficking turnaround times from receipt of complete, approved creative assets and campaign briefs:

Tier

Turnaround Time

Availability

Standard

Within 4 business hours

All plans

Priority

Within 1 business hour

Scale plan and above

Enterprise

Within 30 minutes

Enterprise plan only

Trafficking SLA timers begin upon Factor42’s written confirmation of receipt of a complete and approved campaign brief. Incomplete briefs, missing creatives, or pending client approvals pause the SLA clock.

4. Reporting Delivery SLA

Report Type

Delivery Commitment

Daily Performance Report

Delivered by 9:00 AM client local time, Monday–Friday

Weekly Pacing Report

Delivered every Monday by 10:00 AM

End-of-Campaign Wrap Report

Delivered within 24 business hours of campaign end date

Custom Reports

As specified in the applicable SOW

Reporting delivery is dependent on data availability from advertising platforms. Platform-side data delays (e.g., Google Ads, Meta reporting latency) do not constitute a Factor42 SLA breach.

5. Incident Response

Factor42 classifies incidents by severity and commits to the following response and resolution targets:

Priority

Definition

Initial Response

Resolution Target

P1 — Critical

Complete service outage or active campaign delivery failure affecting significant spend

1 hour

4 hours

P2 — High

Significant degradation of service or reporting; major campaign pacing issue

4 hours

1 business day

P3 — Medium

Partial service degradation; minor pacing or reporting discrepancy

1 business day

3 business days

P4 — Low

General inquiries, feature requests, non-urgent reporting questions

3 business days

Best effort

Response times are measured from the time a support ticket is submitted via the designated support channel during business hours (Monday–Friday, 9 AM–6 PM ET). P1 incidents may be escalated 24/7 via the emergency contact provided in your SOW.

6. Service Credits

6.1 Credit Conditions

  • Credits must be requested in writing within 30 days of the month in which the SLA breach occurred
  • Credits are the sole and exclusive remedy for SLA breaches and shall not exceed 30% of the monthly management fee in any given month
  • Credits are not redeemable for cash and apply only to future invoices
  • Clients in arrears on payment are not eligible for service credits

7. Scheduled Maintenance

Factor42 will provide clients with at least 8 hours advance notice of scheduled maintenance that may impact service availability. Scheduled maintenance is planned during off-peak hours (typically between 11 PM and 5 AM ET on weekdays, or weekends) and does not count toward monthly downtime calculations.

8. Exclusions

SLA commitments do not apply to service disruptions caused by:

  • Force majeure events (natural disasters, war, government actions, internet backbone failures)
  • Outages or policy changes at third-party advertising platforms (Google, Meta, TikTok, LinkedIn, etc.) beyond Factor42’s control
  • Client-side delays including late creative submissions, delayed approvals, or incomplete briefs
  • Data inaccuracies or delays originating from ad platform reporting APIs
  • Suspension of services due to Client’s non-payment or breach of the MSA/SOW
  • Client-requested changes that alter campaign delivery mid-flight

9. Escalation Procedure

If a support issue is not resolved within the committed timeframe, Client may escalate as follows:

  • Level 1: Assigned Account Manager — first point of contact for all service issues
  • Level 2: Director of Ad Operations — escalation for unresolved P1/P2 incidents after initial response window
  • Level 3: Executive Team — for critical unresolved escalations affecting campaign delivery significantly

Escalation contact information is provided in the applicable SOW.

10. SLA Review

Factor42 conducts quarterly SLA performance reviews with Enterprise clients. These reviews cover uptime, trafficking turnaround performance, reporting delivery accuracy, and incident history. SLA terms may be adjusted by mutual written agreement at each quarterly review or at contract renewal.

11. Contact

To submit a support request or report an incident: support@factor42media.com

For SLA credit requests: billing@factor42media.com