Service Levels and Support

This page sets out adall's availability target, maintenance practice and support response times. Where an enterprise contract sets its own service level, that one applies.

Availability

• Target: 99.9% monthly availability of the panel and the API (excluding planned maintenance).
• Status page: live status and past incidents at adall.io/status.
• Your ads during an outage: even if adall cannot be reached, your campaigns keep running on the ad platform; adall only cannot monitor or change them during that time. When it is back, missing data is read again from the platforms.

Planned maintenance

• Releases are usually without downtime.
• Maintenance that needs downtime happens between 01:00 and 06:00 Türkiye time and is announced on the status page at least 48 hours in advance.

Support

• Channels: the chat inside the panel and tech@adall.io.
• Languages: Turkish and English.
• First response: immediate. adall's support assistant in the panel chat answers every day, around the clock, and passes what it cannot solve to the support team.
• Support team: weekdays 09:00–18:00 (Türkiye time).
• Continuous monitoring: servers, syncs, backups and ad account connections are monitored automatically; alerts are on around the clock and the team is warned at once in a critical situation.

Fixed rules that protect your ad account

• adall never makes a change that exceeds the daily spend cap you set.
• Every change adall makes appears in the activity log and can be undone.
• What adall may do on its own is set by the Autonomy Authorization; you can lower or switch it off at any time.
• If a platform connection breaks or an account is refused, you are told in the panel and by e-mail.

Data and backups

• The database is backed up every night, encrypted, and kept for 35 days at a separate provider.
• Details: Security and Data Protection.

End of service

• You can export your data at any time.
• When you close a workspace you can reopen it within 30 days; then the data is deleted.
• When platform connections are closed, their access keys are revoked at the platform.

Contact: tech@adall.io