Service level commitment

For publisher diligence · Version 1.0 · Last updated July 23, 2026

This page summarizes the service levels ALA targets for ParkerSyndication. For self-serve partners it is a good-faith operating commitment. For enterprise partners it becomes contractual when incorporated into an executed Master Services Agreement (MSA) or order form.

Reviewer note: Binding service-credit remedies apply only under a signed enterprise agreement. The figures below are the levels we operate to and will commit to for qualified deals; a countersigned SLA/MSA is available for procurement on request.

1. Availability

Target monthly availability: 99.9% for game delivery and partner hubs, measured at our edge, excluding scheduled maintenance and factors outside our control (for example Partner-side or upstream network failures).
Games are served from Cloudflare's global edge with automatic failover and DDoS absorption.
Because games load in an isolated iframe, a delivery interruption degrades gracefully to a fallback link and never blocks the rest of the Partner's page.

2. Support response targets

Support is provided by email. Systems are monitored 24/7/365; a real person replies within the targets below on business days, and partner-down emergencies are escalated after hours.

Severity	Definition	First response target
S1 — Critical	Games not loading for all readers, or revenue attribution broken platform-wide	Within 4 business hours; after-hours escalation for partner-down events
S2 — High	Significant feature broken for many readers; no reasonable workaround	Within 1 business day
S3 — Normal	Isolated issue or question with a workaround	Within 1 business day
S4 — Low	Cosmetic issue, documentation, or feature request	Within 2 business days

3. Maintenance

Routine content updates are automated daily and require no downtime.
Planned maintenance that could affect availability is scheduled during low-traffic windows, with advance notice for enterprise partners.
Status and incident notes are posted to the status page.

4. Service credits (enterprise)

Under an executed enterprise agreement, if measured monthly availability falls below the target, the Partner may request a service credit against the following month's fees on a graduated scale defined in the order form. Credits are the exclusive remedy for availability shortfalls and require a request within 30 days of the affected month.

5. Exclusions