IAS Service Level Requirements

Implementation

Implementation Action	Description	Response Time
Implementation call	Call between IAS and relevant Customer contacts to talk through specific needs, objectives and requirements.	At least 7 days* before launch
IAS UI training call/meeting	Overview of IAS UI functionality – pulling & setting up reports, interpreting campaign data and understanding product methodology. This training will be provided for all relevant Customer staff and will be carried out by conference call or in person depending on requirements.	At least 7 days* after launch

* These timeframes are recommended in order to ensure that Services go live with IAS’s code. If these timeframes are not met there is a risk that the Services live date may be delayed.

Service

Action	Description	Response Time
General request	IAS provides support via email 24 hours a day, 7 days a week. For inbound service issues, response time will vary based upon time of day and the nature of the incident. Any account, campaign, product or UI related request or query made over email to platformsupport@integralads.com	Response within 48 hours (including timeframe for issue resolution when necessary)