Service Level Agreement (SLA)

At dbaPlatform, we are committed to delivering timely support and resolution for every request. To ensure proper tracking, all tickets must be submitted through the SupportHub inside the platform. Any requests submitted through other channels (e.g., email, phone, chat) cannot be tracked and cannot be held by our SLA standards until submitted through SupportHub.

These Service Level Agreements (“SLAs”) describe the expected timeframes for resolution. SLAs are provided for informational purposes only and are subject to the terms and conditions of your Master Subscription Agreement, Subscription Services Agreement, or other applicable contract between you and dbaPlatform (collectively, the “Agreement”). In the event of conflict, the Agreement shall control.

Priority Levels

Each ticket submitted through SupportHub is assigned a priority level based on severity and business impact. Resolution targets are measured in business days (Monday–Friday, 9 AM–6 PM ET, excluding holidays):

• Low – Resolved within 5 business days
• Medium – Resolved within 3 business days
• High – Resolved within 2 business days
• Urgent – Resolved within 1 business day

SLA by Category

Exceptions to Standard SLAs

Some requests fall outside the scope of support SLAs. These are governed separately:

1. Onboarding & Account Setup

Structured activities (location setup, managed ads activation, etc.) follow project timelines defined at kickoff. SLA commitments do not apply.

2. Customer Success Engagements

Strategic reviews, training, and optimization sessions are scheduled by mutual agreement. SLA timelines do not apply.

3. Technical Support & Bug Fixes

• Critical Bugs (no workaround) – Treated as High or Urgent and follow SLA timelines.
• Confirmed Bugs (with workaround) – Ticket may be closed with instructions; permanent fixes are scheduled in later releases.
• Enhancements / Minor Bugs – Logged and prioritized within our product roadmap. SLA timelines do not apply.

4. Platform & Third-Party Dependencies

Where resolution depends on third parties (Google, Apple, Bing, etc.), SLA timelines are suspended. dbaPlatform will use commercially reasonable efforts to monitor, escalate, and provide updates until completion.

5. Data & Inventory Management

Bulk data corrections, VIN updates, or feed changes may take up to 15 business days. Timelines for large-scale inventory adjustments are scoped per request.

Business Hours

• SLA timeframes are measured in business days (Monday–Friday, 9 AM–6 PM ET).
• Weekends and company-observed holidays are excluded.
• Urgent tickets received outside of business hours are addressed the next business day unless otherwise agreed.

Disclaimers & Limitations

• SLAs apply only to tickets submitted via SupportHub.
• SLAs are measured against dbaPlatform’s internal systems of record.
• Failure to meet an SLA target shall not, by itself, constitute a breach of the Agreement, nor entitle the client to refunds, credits, or termination rights, except where explicitly stated in the Agreement.
• SLAs do not apply where delays are caused by:
  • Force majeure events beyond dbaPlatform’s reasonable control;
  • Client’s own acts or omissions (including failure to provide timely information or access);
  • Third-party services or providers outside dbaPlatform’s direct control.