Service Level Agreement

1. Service Availability

Oprello targets 99.9% monthly uptime for the Oprello Exchange service (ads.oprello.com), which includes ad request processing, bid request fan-out to DSPs, auction execution, and ad response delivery.

Uptime is calculated as: (Total minutes in month - Downtime minutes) / Total minutes in month x 100

Scheduled maintenance windows are excluded from downtime calculations provided that 48 hours advance notice is given.

2. Response Latency

Oprello targets server-side processing time of less than 50 milliseconds for ad request handling. This includes:

• Receiving the ad request from the SDK or mediation partner
• Looking up ad unit configuration and DSP routing
• Constructing and dispatching OpenRTB bid requests to DSPs
• Auction execution and winner selection
• Constructing and returning the ad response

Exclusions: This target does not include DSP response time (which is governed by the configurable tmax, typically 500-1000ms), network transit time between the SDK and the exchange, or ad creative loading time on the device.

3. Payment Terms

3.1 Publisher Payments

• Payment schedule: Net 30 after month-end. Payments are processed within 30 days after the end of each calendar month.
• Minimum payout: $100 USD. Earnings accumulate until the minimum threshold is reached.
• Payment method: Bank transfer (wire). Additional methods may be added in the future.
• Currency: All payments are denominated in USD.
• Revenue share: Publishers receive 80% of net ad revenue.

3.2 DSP Partner Terms

• Payment schedule: Net 60 after month-end. Invoices are issued within 10 business days after the end of each calendar month.
• Currency: All billing is denominated in USD.
• Discrepancy resolution: Billing discrepancies must be reported within 30 days of invoice date. Oprello and the DSP partner will work in good faith to resolve discrepancies within 15 business days.

4. Support Response Times

Support is available via email at support@oprello.com. Response times are measured during business hours (Monday-Friday, 9:00-18:00 CET, excluding German public holidays).

5. Scheduled Maintenance

• Oprello will provide at least 48 hours advance notice for scheduled maintenance windows.
• Maintenance will be scheduled during low-traffic periods when possible (typically 02:00-06:00 CET).
• Notifications will be sent via email to the primary account contact.
• Emergency maintenance (for security patches or critical fixes) may be performed with shorter notice, and affected partners will be informed as soon as practicable.

6. Exclusions

This SLA does not apply to downtime or performance degradation caused by:

• Force majeure: natural disasters, acts of war, government actions, pandemics, or other events beyond Oprello's reasonable control.
• DSP outages: unavailability or slow responses from third-party demand-side platforms. Oprello is not responsible for DSP bid response times or DSP service disruptions.
• Publisher misconfiguration: incorrect SDK integration, invalid ad unit IDs, misconfigured floor prices, or other publisher-side configuration errors.
• Network issues: internet routing problems, DNS outages, or network connectivity issues outside of Oprello's infrastructure.
• Scheduled maintenance: pre-announced maintenance windows (see Section 5).
• Abuse or violations: traffic from accounts in violation of Oprello's Terms of Service, including invalid traffic (IVT) or fraudulent activity.

7. Monitoring & Reporting

Oprello monitors the health and performance of the exchange infrastructure continuously. In the event of an outage or significant degradation, affected partners will be notified via email with status updates until the issue is resolved.

8. Contact

For questions about this SLA or to report a service issue: