goodAds.ai Service Level Agreement
Last updated: May 1st, 2026
This SLA describes goodAds.ai's service commitments to customers on paid plans. It applies to the goodAds.ai platform, product feed delivery, and creative production services.
1. Service Components
The goodAds.ai service consists of three components, each with its own commitments:
- Platform — the goodAds.ai dashboard, APIs, and account management interfaces
- Feed Delivery — product feeds hosted by goodAds.ai and fetched by ad platforms (Meta, TikTok, Google)
- Creative Production — image generation, video generation, and product-level creative output
2. Uptime Commitments
Platform Uptime: 99.9% monthly
The customer-facing dashboard and APIs will be available 99.9% of the time, measured monthly, excluding the conditions in Section 6.
Feed Delivery Uptime: 99.9% monthly
Customer product feeds will be reachable and return valid responses to ad platform fetch requests 99.9% of the time, measured monthly.
Creative Production: Turnaround commitments, not uptime
Creative production is a throughput service, not a real-time system. Production timing depends on catalog size, creative type, product mix, and queue volume. Example turnaround times for reference only:
Image and video creatives (PLVs):
- Brief to concepts (Figma): 3–7 days, varies by product mix (single vs. multi-category, single brand vs. multi-brand retailer, etc.).
- Concepts to feed output: 3–7 days, depending on complexity, product count, number of brands and categories, and manual edits involved.
- Feed refreshes: Standard catalogs refreshed every 24 hours. Large catalogs (>50K SKUs) refreshed every 36–48 hours.
Custom turnaround commitments are available on White Glove and enterprise plans.
3. Definition of Service Issues
- Platform Outage: Dashboard or APIs return errors or are inaccessible for more than 120 consecutive minutes, affecting all or a substantial subset of customers.
- Feed Outage: A customer's product feed URL returns errors, returns stale data older than 24 hours, or is unreachable by the connected ad platform for more than 240 consecutive minutes.
The following are not considered outages: individual creative quality issues, single-SKU feed errors caused by source catalog data, ad platform rejections, or routine creative iteration.
4. Scheduled Maintenance
goodAds.ai uses rolling deployments and zero-downtime infrastructure updates. There are no scheduled maintenance windows that affect customer service. In rare cases requiring planned downtime, customers will be notified at least 2 days in advance.
5. Support Response Times
Support is available via email and Slack (for enterprise plans).
| Severity | Definition | Response Time | Target Resolution |
|---|---|---|---|
| Sev 1 — Critical | Service-wide outage, feed not syncing to ad platform, ads cannot run | 1 hour | 4 hours |
| Sev 2 — High | Major feature broken, single customer feed degraded, workaround available | 4 hours | 1 business day |
| Sev 3 — Medium | Minor bug, creative quality issue, isolated catalog problem | 1 business day | 5 business days |
| Sev 4 — Low | Feature request, cosmetic issue, general question | 2 business days | Best effort |
Hours are measured during goodAds.ai business hours (Mon–Fri, 9am–6pm PT) unless an enterprise plan includes extended coverage.
6. Service Credits
If goodAds.ai fails to meet the Platform Uptime or Feed Delivery Uptime commitments in a given month, customers may request a service credit:
| Monthly Uptime | Credit |
|---|---|
| < 99.9% but ≥ 99.0% | 10% of monthly fee |
| < 99.0% but ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Credits are issued against future invoices and capped at one month's fees per month. Customers must request credits within 30 days of the affected billing period.
Service credits are the sole and exclusive remedy for SLA breaches.
7. Exclusions
The above commitments do not apply to issues caused by:
- Force majeure events (natural disasters, war, government action)
- Third-party platform outages (Meta, TikTok, Google, hosting providers, Shopify, upstream feed providers)
- Customer-caused issues, including invalid catalog data, misconfigured integrations, exceeded plan limits, or unauthorized API usage
- Beta or early-access features
- Issues with the customer's own systems, networks, or integrations
- Suspension of service due to non-payment or breach of the master agreement
8. Contact
Service credit requests and SLA questions: support@goodads.ai