Draft pending legal review. This document is published for transparency during the closed access program and is not yet in force. Open drafting points are marked in the text.

1ads Service Level and Support

Version: 0.1-draft Effective date: not yet in force (draft)

DRAFT – pending review by a qualified Romanian lawyer before use. Do not publish, sign or rely on this document until that review is complete.

Related documents: terms-of-service.md, access-program-terms.md, order-form-template.md, data-processing-agreement.md.

1. Scope and Applicability

1.1 What this document covers. This document describes how the Company provides support for the Platform, the response targets that apply during the Access Program, how maintenance is handled, and when service credits apply. It forms part of the Agreement under the Terms of Service (terms-of-service.md, the "Terms").

1.2 Beta period. During the Access Program, the Platform is in an early access (beta) phase. All targets in this document are good-faith objectives, not guarantees, and no service credits apply unless the Order Form expressly provides for them (see Section 12).

1.3 Defined terms. Capitalised terms not defined here have the meaning given in the Terms.

2. Definitions

"Business Hours": 09:00 to 18:00 Romanian time (EET/EEST) on Business Days.
"Incident": an unplanned interruption or degradation of the Platform, or a defect that prevents a feature from working materially as described in the Documentation.
"Response Time": the time between the Company receiving a support request through an official channel and the first response from a person (not an automatic acknowledgement). It is measured in Business Hours unless stated otherwise.
"Severity": the priority level assigned to an Incident under Section 6.
"Planned Maintenance": maintenance announced in advance under Section 10.2.
"Emergency Maintenance": maintenance needed urgently to fix a security vulnerability, prevent data loss or restore service (Section 10.3).

3. Support Channels

3.1 Main channel. Support requests are submitted by email to support@1ads.net. Where the Platform provides an in-app help or ticket function, it may also be used.

3.2 Security. Security incidents, suspected account compromise and vulnerability reports go to ops@1ads.net. Please mark urgent messages "URGENT – SECURITY" in the subject line.

3.3 Privacy. Data protection requests and questions go to privacy@1ads.net.

3.4 Shared channels. For Agency and Enterprise plans, the Order Form may provide a shared chat channel (for example, a shared Slack or Microsoft Teams channel) or scheduled calls. Telephone support is not provided unless the Order Form says so.

3.5 What to include. To help the Company respond quickly, a request should include:

the Workspace and the affected feature or Connected Account;
the steps to reproduce the issue;
screenshots or error messages, and the time the issue occurred (with time zone); and
the impact on the Customer (for example, whether an automation or scheduled publication is affected).

The Customer should not send passwords, OAuth tokens or API Credentials by email.

4. Support Hours and Languages

4.1 Hours. Support is provided during Business Hours. Outside Business Hours, the Company will use reasonable efforts to respond to Severity 1 Incidents but makes no commitment to do so.

4.2 Languages. Support is provided in English and Romanian.

5. Who May Contact Support

5.1 Designated contacts. Support requests should come from the Customer's administrators or designated support contacts named in the Order Form or set in the Platform.

5.2 Agency Customers. Agency Customers provide first-line support to their End Clients and End Client Users (Section 10.1 of the Terms). The Company provides support to the Agency Customer and does not support End Clients directly unless the Order Form provides otherwise. Where White-Label Features are used, the Agency Customer must not direct End Clients to the Company's support channels without the Company's agreement.

6. Severity Levels and Response Targets

6.1 Severity levels. The Company assigns a Severity to each Incident in good faith, taking into account the Customer's description. The Customer may ask for the Severity to be reconsidered.

Severity	Description	Examples	Response Time target (beta)	Update frequency (target)
1 – Critical	The Platform is unavailable or unusable for all Authorized Users; a confirmed security incident; or the Platform appears to be executing Actions that were not Approved or differ from the Approved Action.	Login impossible for everyone; unexpected budget changes being sent to ad accounts; suspected data exposure.	4 Business Hours (reasonable efforts outside Business Hours)	Every 8 Business Hours until a workaround or fix
2 – High	A major feature is materially impaired with no reasonable workaround.	Approved Actions or scheduled publications failing for all accounts of a Third-Party Platform type; automations not running; data sync stopped for all Connected Accounts.	1 Business Day	Every 2 Business Days
3 – Normal	A feature is partly impaired or a workaround exists.	A report showing incorrect totals; one connector failing intermittently; a UI error with a workaround.	2 Business Days	As progress is made
4 – Low	Questions, how-to requests, cosmetic issues, documentation errors, feature requests and Feedback.	"How do I configure a two-step approval?"; a typo in the interface.	5 Business Days	Not applicable

6.2 No resolution commitment. The Company does not commit to a resolution time. It will work on Severity 1 and 2 Incidents with priority and continuous effort during Business Hours until a fix or a workaround is available.

6.3 Nature of the targets. Response Time targets are good-faith objectives during the Access Program. Missing a target is not a breach of the Agreement and gives no right to service credits, unless the Order Form expressly provides otherwise.

7. Customer-Side Emergency Measures

7.1 First steps. If the Customer suspects that the Platform is executing unwanted changes or that an account is compromised, it should, in addition to contacting support:

(a) pause the relevant automations in the Platform;
(b) disconnect the affected Connected Account in the Platform or revoke the Platform's access in the Third-Party Platform;
(c) pause the affected campaigns, or set spending limits, directly in the Third-Party Platform; and
(d) for a suspected compromise, reset the affected Authorized Users' credentials and API Credentials.

7.2 Reason. These measures take effect immediately and do not depend on the Company's response. Section 21.6 of the Terms (mitigation) applies.

8. Third-Party Platform and AI Provider Issues

8.1 Outside the Company's control. Many issues come from Third-Party Platforms or AI Providers. Examples are:

API outages, latency or changed limits;
expired or revoked tokens;
ad or post rejections;
account restrictions or suspensions;
data delays or restatements; and
AI model unavailability.

8.2 What the Company will do. The Company will:

investigate whether the issue is caused by the Platform;
inform the Customer of what it finds;
where appropriate, report the issue through the Third-Party Platform's or AI Provider's developer channels; and
implement workarounds where reasonably possible, for example retries, queuing or a fallback AI model.

8.3 No guarantee. The Company cannot guarantee a resolution or a timeline for issues within a third party's control. Account-level issues on a Third-Party Platform, such as policy appeals or account reinstatement, must be raised by the Customer with that platform's own support. Section 9 of the Terms applies.

9. Availability Objective

9.1 Target. During the Access Program, the Company aims for monthly availability of the Platform's web application and API of at least 99.5%, as measured by the Company's monitoring. Planned Maintenance, Emergency Maintenance and the exclusions in Section 17 are not counted.

9.2 Non-binding. This objective is not a guarantee. Falling short of it gives no right to service credits during the Access Program, unless the Order Form expressly provides otherwise.

10. Maintenance

10.1 Maintenance windows. Where practicable, the Company schedules maintenance:

between 22:00 and 06:00 Romanian time on Business Days; or
at weekends.

10.2 Planned Maintenance. The Company will announce Planned Maintenance that is expected to cause noticeable unavailability at least 48 hours in advance, by email to administrators and/or in the Platform. It will try to keep each interruption short and to limit Planned Maintenance to no more than 8 hours per calendar month in total.

10.3 Emergency Maintenance. The Company may perform Emergency Maintenance without prior notice. It will inform the Customer as soon as reasonably possible.

10.4 Effect on automations and publications. During maintenance:

automations may be paused or postponed;
Actions awaiting execution may be queued; and
scheduled publications may be delayed.

After maintenance, the Platform will try to run delayed items or flag them for the Customer's review. To avoid unintended effects, it will not execute Actions whose proposals have become outdated (Section 8.4 of the Terms). The Customer should check time-sensitive publications after a maintenance notice.

11. Status and Incident Communication

11.1 Updates. For Severity 1 and widespread Severity 2 Incidents, the Company will send updates by email to the Customer's administrators. If the Company provides a status page, it will also post updates there.

11.2 Post-incident summary. On the Customer's request, after a Severity 1 Incident, the Company will provide a short written summary of the cause, impact and corrective measures within 10 Business Days of resolution.

11.3 Personal data breaches. For personal data breaches, notification follows the DPA (data-processing-agreement.md) and Section 19.4 of the Terms. That procedure prevails over this Section.

12. Service Credits

12.1 No credits during the Access Program. During the Access Program, and for any free or Pilot use, no service credits, refunds or other financial compensation are owed for:

missing an availability objective or a Response Time target;
maintenance; or
Incidents.

This applies unless the Order Form expressly provides an availability commitment with service credits.

12.2 Optional credit schedule. If an Order Form expressly includes an availability commitment with service credits, and unless the Order Form provides otherwise, the following applies to the affected paid subscription for each calendar month:

Monthly availability achieved	Service credit (% of the monthly subscription Fee for the affected plan)
Below 99.5% but at least 99.0%	5%
Below 99.0% but at least 95.0%	10%
Below 95.0%	25%

12.3 Conditions for credits.

(a) Availability is calculated as described in Section 9.1, excluding the cases listed in Section 17.
(b) The Customer must request the credit in writing to support@1ads.net within 30 days after the end of the month concerned. Requests made after that period are not accepted.
(c) Credits are applied against future invoices. They are not paid in cash and are not refundable on termination, except to the extent that unused prepaid Fees are refunded under the Terms.
(d) Total credits for any month may not exceed 25% of the monthly subscription Fee for the affected plan.
(e) Credits are the Customer's sole and exclusive financial remedy for failing to meet the availability commitment. This does not affect the Customer's right to terminate for material breach under Section 24.3 of the Terms, or rights that cannot be limited under mandatory law, including in case of intent or gross negligence.

13. Backups and Restoration

13.1 Backups. The Company takes nightly backups of the Platform's databases, encrypted before they are stored. Backups are kept for no more than 14 days and then expire. [TBC – confirm first successful backup and restore] Because backups are taken nightly, data created or changed since the last backup (up to 24 hours) may not be recoverable.

13.2 Restoration. Backups are kept for disaster recovery. They are not a self-service restore tool for individual items. If data is lost or corrupted because of the Company, the Company will use reasonable efforts to restore it from the most recent available backup.

Where the Customer or its Authorized Users caused the loss, for example by deleting items, the Company may help with restoration if it is technically feasible. In that case it may charge for the work, at rates agreed in advance.

13.3 Third-Party Platform data. Data retrieved from Third-Party Platforms can usually be synchronised again from the source. This is subject to the data history available from that platform and to any retention limits under its terms, for example for LinkedIn member data.

14. Security Incidents and Vulnerability Reports

14.1 Reporting. Suspected security incidents and vulnerabilities should be reported to ops@1ads.net. The Company will acknowledge such reports within 2 Business Days, and faster for active incidents where possible.

14.2 Testing. Security testing of the Platform is permitted only as set out in Section 12.2(f) of the Terms.

15. Support Access to Customer Workspaces

15.1 Purpose. To solve a support request, Company personnel may need to view the Customer's Workspace configuration or data. They will do so only:

to the extent necessary;
with the requesting Authorized User's permission, or where necessary to deal with a security incident, a suspected breach of the AUP or a legal requirement; and
with access logged.

15.2 Limits. Company personnel will not execute Actions or publish content in a Connected Account on the Customer's behalf as part of support, unless an authorized Customer administrator asks for this in writing for a specific case.

16. Escalation

16.1 When to escalate. If the Customer believes an Incident is not being handled appropriately, it may escalate:

by replying to the support thread with "ESCALATION" in the subject line; or
by contacting the account contact named in the Order Form.

16.2 What the Company will do. Escalations are reviewed by a member of the Company's management, who will reply within 1 Business Day.

17. Exclusions and Out-of-Scope Services

17.1 Exclusions. Availability objectives, Response Time targets and service credits do not apply to unavailability or problems caused by:

(a) Third-Party Platforms, AI Providers or other third-party services outside the Company's reasonable control (Section 8);
(b) Planned Maintenance or Emergency Maintenance;
(c) the Customer's or its Authorized Users' acts, omissions, configuration, equipment, network or identity provider;
(d) use in breach of the Agreement or the AUP, or suspension under Section 23 of the Terms;
(e) Beta Features;
(f) force majeure (Section 29.3 of the Terms); or
(g) excessive use or attacks, such as denial of service, that reasonable measures could not have prevented.

17.2 Out of scope. Support does not include:

campaign management, media buying or strategy consulting;
creative production;
custom integrations or development;
data analysis services; or
training beyond the standard onboarding session.

These may be offered as professional services under a separate Order Form.

18. Changes

18.1 Changes to this document. The Company may update this document as provided in Section 26 of the Terms. During a paid Subscription Term, the Company will not reduce a Response Time target or an availability commitment that is expressly set out in the Customer's Order Form, unless the Customer agrees.