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Our service availability commitments and support practices for StackUp's production hosted services.
Effective Date: May 18, 2026
This Service Level Agreement (the "SLA") describes the service availability commitments and support practices that StackUp LLC ("StackUp," "we," "us," or "our") makes available with respect to its production hosted services, including the Curation Enrichment Platform, the Ad Stack Performance Analyzer, the StackUp telemetry and analytics components, and the customer-facing dashboards, application programming interfaces, and related services accessible at stackup-ai.com (collectively, the "Covered Services"). Capitalized terms not defined here have the meanings given in our Terms of Service or in any executed written agreement between StackUp and the applicable counterparty (each, an "Underlying Agreement").
This SLA is published for reference. It applies to a given counterparty only to the extent expressly incorporated by reference into an Underlying Agreement (such as a Master Services Agreement, Insertion Order, or Statement of Work). In the event of a conflict between this SLA and an Underlying Agreement, the Underlying Agreement controls. This SLA does not create any service commitment to, or right of, any person other than a counterparty under an applicable Underlying Agreement, and is not enforceable by website visitors generally.
StackUp will use commercially reasonable efforts to make each Covered Service available in accordance with the applicable Monthly Uptime Percentage targets (each, a "Target"), measured per Calendar Month.
Targets and Service Credits apply only to the extent expressly incorporated into an Underlying Agreement. A Target stated for the Public Website is aspirational only and does not create a Service Credit entitlement.
If, in any Calendar Month, the Monthly Uptime Percentage for a Covered Service incorporated into Customer's Underlying Agreement falls below the applicable Target, Customer's sole and exclusive remedy is a Service Credit calculated as a percentage of the fees attributable to the affected Covered Service for that Calendar Month.
The aggregate Service Credits issued to Customer for all Covered Services in any Calendar Month will not exceed fifty percent (50%) of the fees attributable to those Covered Services for that Calendar Month. Service Credits are non-refundable, non-transferable, and have no cash value.
To receive a Service Credit, Customer must submit a written claim to [email protected] within thirty (30) days after the end of the Calendar Month in which the alleged Downtime occurred. The claim must include: (a) the affected Covered Service; (b) the dates, start time, end time, and duration of each Downtime period; (c) Customer's endpoint, account, or integration identifiers; (d) any monitoring logs, error responses, request identifiers, or other evidence reasonably available to Customer; and (e) a description of business impact. Claims submitted after the thirty (30)-day window are waived.
StackUp will verify each timely claim against its production monitoring records, which are the authoritative source for measuring Monthly Uptime Percentage. If StackUp confirms the claim, StackUp will apply the Service Credit on the next invoice issued under the Underlying Agreement following verification, or, if Customer pays no further fees, will issue the Service Credit within a commercially reasonable period after termination. No Service Credit will be issued if Customer is in material breach of the Underlying Agreement at the time the claim is verified.
No Service Credits are available for services provided free of charge, evaluation services, proof-of-concept services, or any service designated by StackUp as "alpha," "beta," "preview," "early access," "experimental," or similar. Such services are provided on an "as is" basis without availability commitment.
Except where prohibited by applicable law, Service Credits are Customer's sole and exclusive remedy, and StackUp's sole and exclusive liability, for any failure to meet a Target.
Downtime does not include, and no Service Credit will be issued for, any period of unavailability or degraded performance arising out of or attributable to:
StackUp may perform scheduled maintenance on the Covered Services from time to time ("Scheduled Maintenance"). StackUp will use commercially reasonable efforts to: (a) perform Scheduled Maintenance during a recurring maintenance window posted on the Site or otherwise communicated in advance; (b) provide at least seventy-two (72) hours' advance notice of Scheduled Maintenance reasonably expected to cause material impact; and (c) limit Scheduled Maintenance to no more than twelve (12) hours in any Calendar Month per Covered Service.
StackUp may perform emergency maintenance at any time without advance notice where reasonably necessary to address a security vulnerability, prevent imminent harm to the Covered Services or to users, comply with applicable law, or respond to a force majeure event ("Emergency Maintenance"). StackUp will use commercially reasonable efforts to minimize the duration and impact of Emergency Maintenance and to notify affected Customers as soon as reasonably practicable.
StackUp maintains production monitoring of the Covered Services. StackUp's production monitoring records reflect StackUp's good-faith assessment of service health and are the authoritative source for the existence, duration, and scope of any incident affecting the Covered Services, including for purposes of calculating Monthly Uptime Percentage under Section 2 and verifying claims under Section 3.4. Customer-side monitoring (third-party pingers, synthetic monitors deployed without StackUp's coordination, and the like) may be considered as supplementary evidence but is not authoritative. StackUp may, but is not required to, communicate the status of material incidents to affected Customers through email, in-product notifications, or such other channels as StackUp may designate from time to time.
StackUp provides technical support for the Covered Services via [email protected] and, where provided, via dedicated channels established under the applicable Underlying Agreement. General questions about the Site may be directed to [email protected]. Suspected security issues should be reported to [email protected], and abuse reports to [email protected].
Standard support is available Monday through Friday, 09:00–18:00 U.S. Eastern Time, excluding U.S. federal holidays. Higher-tier or 24×7 support may be available where expressly stated in the applicable Underlying Agreement.
StackUp will use commercially reasonable efforts to acknowledge support requests within the target response times based on severity classification, measured during support hours. These are targets, not guarantees, and do not give rise to Service Credits.
Customer will provide reasonable cooperation in support and incident response, including providing accurate contact information, valid reproduction steps, request identifiers, timestamps (with timezone), endpoint identifiers, logs, and access to Customer's integration environment where needed to investigate. Severity classification is determined by StackUp, acting reasonably and in good faith, based on actual impact rather than the label assigned in the inbound request.
StackUp makes no availability, performance, accuracy, latency, throughput, signal quality, classification, fill, revenue, or similar commitment other than those expressly set out in this SLA (where applicable) and in any Underlying Agreement. Without limiting the foregoing, StackUp does not warrant any specific advertising fill rate, CPM, viewability, completion rate, revenue, or classification accuracy.
Targets assume Customer's usage remains within documented rate limits, quotas, and capacity allocations applicable to its plan or Underlying Agreement. Excess usage may be throttled, queued, or rejected, and does not constitute Downtime.
StackUp may update this SLA from time to time in its reasonable discretion. Material changes will be indicated by an updated Effective Date. Updates apply prospectively. For Customers under an Underlying Agreement that incorporates this SLA, updates that materially reduce the Targets or Service Credit entitlements will apply only upon renewal of the Underlying Agreement or as otherwise agreed in writing.
This SLA is subject to, and does not expand, the limitations of liability, disclaimers, and other terms set out in the Terms of Service and any applicable Underlying Agreement. Nothing in this SLA modifies or supersedes any data protection, confidentiality, or intellectual property obligation set out in the Terms of Service or the applicable Underlying Agreement.
Questions regarding this SLA may be directed to:
StackUp LLC
24 Valley Road
Norwalk, CT 06854, United States
Support: [email protected]
Legal: [email protected]