SLA & Uptime
Uptime commitments
| Agreement type | Uptime SLA | Measured over |
|---|---|---|
| Standard (Demand Source / Supply Source) | 99.5% | Calendar month |
| Platform Partner | 99.9% | Calendar month |
What counts as downtime: Any period where the auction endpoint (rtb.praevis.com) returns non-2xx responses for >1% of requests over a 5-minute window, excluding scheduled maintenance.
What doesn’t count as downtime:
- Scheduled maintenance (announced 48+ hours in advance)
- Third-party infrastructure failures outside Praevis’s control (e.g., Cloudflare global outage)
- Traffic from a single region during a region-specific issue (other regions continue serving)
Incident response SLAs
| Priority | Definition | Response time | Resolution target |
|---|---|---|---|
| P1 — Critical | Full platform outage or >50% fill rate drop | <15 minutes | <2 hours |
| P2 — High | Single region down or significant fill rate impact | <1 hour | <4 hours |
| P3 — Medium | Dashboard/API issue, partial degradation | <4 hours | <24 hours |
| P4 — Low | Minor issue, no revenue impact | <24 hours | <72 hours |
How to report a P1/P2 incident:
- Email [email protected] with
[P1]or[P2]in the subject - Or: use the emergency contact provided in your onboarding pack
- Include: your partner/supply source ID, description, approximate start time
Maintenance windows
| Window | Time | Frequency |
|---|---|---|
| Preferred | 22:00–06:00 CET | Weekly (if needed) |
| Emergency only | 08:00–22:00 CET | Only for P1 hotfixes |
Notice: Scheduled maintenance is announced 48 hours in advance via:
- Email to your registered technical contact
- Status page update
Deployment time: A typical production deployment takes 30–35 minutes. During deployment, traffic is served by regions not currently being updated — no zero-traffic windows.
Status page
Real-time and historical status: status.praevis.com
The status page shows:
- Current status of all three regions (FRA, NYC, LON)
- Active incidents and their updates
- Past 90 days of uptime history
- Scheduled maintenance notifications
Subscribe to status page notifications to receive email or webhook alerts on incidents.
SLA credits
If uptime falls below the SLA in a given month:
| Actual uptime | Credit (% of monthly invoice) |
|---|---|
| 99.0–99.4% (Standard SLA breach) | 10% |
| 98.0–98.9% | 20% |
| <98.0% | 30% |
Credits must be requested within 30 days of the affected month. Submit to [email protected] with subject [SLA CREDIT REQUEST] Month YYYY.
Credits are applied to the following month’s invoice. They are not refunded in cash.
SLA credits are only available under signed agreements that include SLA credit provisions. Standard accounts (no signed agreement) receive best-effort uptime without financial credits.