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      Upp.ai Service Level Agreement (SLA)

      This Service Level Agreement ("SLA") establishes the service standards between Upp.ai and its customers.

      1. Introduction

      This Service Level Agreement ("SLA") establishes the service standards between Upp.ai and its customers. The aim of this document is to ensure consistent service support, delivery, and communication between Upp.ai and its customers, aligning with the expectations and needs of our clients.

      2. Service Overview

      Upp.ai specialises in the automation and optimisation of Google Ads, with a focus on Shopping and Google Performance Max campaigns. Our platform leverages advanced algorithms and machine learning to enhance the effectiveness of your advertising efforts. Key features include:

      • Campaign Creation Automation: Automates the setup of campaign structures and settings, ensuring optimal configurations based on data-driven insights.
      • Budget Management: Utilises machine learning to dynamically allocate budgets across campaigns, maximising ROI by optimising spending efficiency.
      • Asset Management: Manages and optimises assets like images, videos, and text to comply with Google Ads policies and enhance campaign performance.
      • Campaign Configuration: Automatically manages bidding strategies, targeting, and audience segmentation, ensuring ongoing campaign optimisation.
      • Target Updating: Regularly refines targeting settings based on performance data to maintain focus on the most effective audience segments.
      • Display Imagery Management: While Upp.ai manages the display imagery within campaigns, clients are responsible for the creation and provision of this content.
      • Google Merchant Center Monitoring: Provides monitoring and recommendations for Google Merchant Center feeds, although clients remain responsible for the management of their accounts.

      Service Limitations:

      • The service is exclusively for Google Ads Shopping and Google Performance Max campaigns.
      • Clients are responsible for creating and providing display imagery content.
      • Clients must grant access to their Google Ads and Google Merchant Center accounts and are responsible for managing the latter.

      3. Service Availability

      Upp.ai is committed to providing a reliable service with high availability to support your advertising operations.

      • Uptime Guarantee: Upp.ai guarantees a 99.9% uptime, ensuring that our platform is accessible and operational when needed.
      • Maintenance Windows: Regular maintenance is scheduled for Sundays from 2:00 AM to 4:00 AM GMT. During these periods, some functionalities may be temporarily unavailable. However, due to our microservices architecture, full platform downtime is avoided, ensuring most features remain accessible.
      • Uptime Assurance Measures:
        • Redundancy: We maintain multiple servers across different geographical locations to ensure continuous service.
        • Continuous Monitoring: Our systems are constantly monitored to preemptively address potential issues.
        • Scalability: The platform is designed to efficiently handle increased workloads without compromising performance.
        • Security: Robust security protocols are in place to protect against unauthorized access and data breaches.

      4. Security and Data Protection

      Upp.ai prioritises the security and integrity of customer data through comprehensive protection measures:

      • ISO 27001 Compliance: Upp.ai adheres to the ISO 27001 standard for information security management, demonstrating our commitment to maintaining the confidentiality, integrity, and availability of customer data.
      • Data Encryption: State-of-the-art encryption is used for data in transit and at rest to safeguard sensitive information.
      • Access Control: Strict access controls ensure that only authorized personnel have access to customer data.
      • Regular Audits and Monitoring: Our systems undergo regular security audits, and we actively monitor for any potential security threats.

      We recognize that the data you entrust to us is critical to your business, and protecting it is our top priority.

      5. Performance Metrics

      Upp.ai is dedicated to delivering a high-performance service that meets or exceeds industry standards. The following metrics reflect the performance goals we strive to maintain:

      • Page Load Times: We aim for pages to load within 3 seconds under normal conditions to ensure a seamless user experience.
      • API Response Times: For API integrations and data retrieval, we target response times of 500 milliseconds or less.
      • Transaction Processing Times: Actions such as campaign creation or updates are completed within 20 seconds to ensure efficient workflows.
      • Data Synchronisation: Upp.ai commits to synchronizing data within 15 minutes of changes or updates.
      • Error Rates: We aim to keep error rates below 0.1%, ensuring reliable performance and minimal disruptions.
      • Support Response Time: Our customer support team aims to acknowledge support requests within 1 hour and resolve them within 24 hours, depending on the complexity of the issue.

      Please note that these metrics may vary under exceptional circumstances such as high traffic volumes, maintenance windows, or unforeseen technical issues. Upp.ai is committed to transparency and proactive communication with customers in such instances.

      6. Support

      At Upp.ai, we value our customers and are committed to providing exceptional support to ensure the success of your advertising campaigns. The support services available include:

      • Support Availability: Our support team is available Monday to Friday, 9:00 AM to 6:00 PM (UK Time Zone) to assist with any issues or queries.
      • Response Time: During support hours, we aim to respond within 1 hour. Outside of these hours, our response time is 2 hours. On weekends, we strive to respond within 1.5 hours.
      • Support Channels: You can reach our support team via:
        • Email (Preferred Method): Contact us at support@upp.ai.
        • Phone: Call us at 020 3983 3355.

      We are committed to providing the support you need to maximize the benefits of our services. Please feel free to reach out if you require any assistance.

      7. Maintenance and Updates

      Upp.ai is dedicated to delivering a secure, high-performance service with minimal disruption. Our platform operates on a microservices architecture, enabling continuous deployment and updates without significant impact on service availability:

      • Continuous Deployment: Our microservices architecture allows us to deploy updates incrementally, ensuring reliability and scalability. Automated testing is employed to maintain the quality and stability of each release.
      • Scheduled Maintenance: Although many updates are seamless, scheduled maintenance may be required for larger updates or infrastructure changes. These are typically scheduled during off-peak hours to minimise disruption.
      • Update Policy: Updates, including new features, performance improvements, and security enhancements, are released on a rolling basis as they are developed and tested.
      • Customer Notification: If a planned update or maintenance activity is expected to impact service availability, we will notify customers in advance via email.
      • Emergency Maintenance: In the event of critical issues or vulnerabilities, emergency maintenance may be performed as necessary. We will provide as much notice as possible in these situations.
      • Customer Feedback: Upp.ai values customer feedback and suggestions for improvements, which are instrumental in continually enhancing our platform.

      This SLA is designed to provide clear expectations for service delivery, ensuring a reliable, secure, and high-performing experience for all Upp.ai customers.