16. Platform Service Level Details
The following table details the Service Level Objectives (SLO) for the ADARA Cortex Catalog, with timing specified by endpoint and integration path.
16.1. Customer-Specific Commitments
Audience Delivery Lead Time is the time required for audiences to be available in the client destination platform after the audience is pushed from Cortex Catalog.
The Audience Delivery Lead Time and Refresh Rates are highly dependent on the individual destination platform and the SLA for each platform varies. ADARA has no guarantee and/or control on the destination platform |
16.1.1. Direct Implementations
ADARA delivers audiences directly to many client destination platforms, including DV360, Adobe Audience Manager, Facebook, and others. For direct implementations, after the audience is pushed from Cortex Catalog, those audiences are generally available in the client destination platform within 10 days, and are updated within 72 hours.
| End Point | Refresh Rate | Audience Lead Time SLO | |
|---|---|---|---|
| 1 | Adobe Audience Manager | 72-hour | 10 Days |
| 2 | Amobee | 72-hour | 10 Days |
| 3 | Crimtan | 72-hour | 10 Days |
| 4 | DV360 | 72-hour | 10 Days |
| 5 | GoogleAds | 72-hour | 10 Days |
| 6 | 72-hour | 10 Days | |
| 7 | The Trade Desk | 72-hour | 10 Days |
| 8 | Yahoo! | 72-hour | 10-15 Days |
16.1.2. LiveRamp Data Store Implementations
Some client destination platforms receive ADARA audiences delivered through the LiveRamp data store, such as DV360, Adobe AdCloud, AppNexus, and others. With additional steps between ADARA and the individual destination platform endpoints, 10-15 days may elapse after the audience is pushed from Cortex Catalog before audiences are available in the client destination platform .
16.1.3. Custom Segments
Custom segment requests can take longer to process and deliver, so they may fall outside the above SLO commits. Contact your Customer Success Representative directly or email support@adara.com for more information,
16.2. ADARA Standard Commitments
Standard Support Hours is Monday through Friday, excluding holidays commonly observed by the U.S. government and U.S. banking institutions.
Application Uptime Percentage is a commitment to 99.95% uptime (the total percentage of time in the calendar year where Cortex Catalog is available)
16.3. Technical Support
Clients may contact an ADARA Customer Success Representative directly or email support@adara.com.
A Customer Success Representative or a representative from ADARA will respond within 24 hours during Standard Support Hours to help customers resolve any technical problems that they may have with Cortex Catalog.