adap.tv

Partner automatically qualifies for Adap.tv’s Standard support level and has the option to choose additional levels of support, applicable to the provision of Adap.tv’s Services through the Product Console. If Partner elects a premium level of support, Partner agrees to pay the applicable monthly fee for such support, which are payable in advance. If Partner elects premium support, such support level will automatically renew each month until canceled by Partner. Partner may cancel premium support at any time, provided that Partner will not be entitled to receive a refund for any premium support fees for any partial months during which premium support has been cancelled.

Adap.tv offers the following levels of support, for using Adap.tv’s Services.

Support Description	Standard Included	Gold $1,000/month	Platinum $3,000/month
Access to Adap.tv Knowledge Base [An Internet-accessible web portal containing Help documentation pertaining to the Enabled Player integration, Ads, Ad Settings, and the Services, which is accessible at http://kb.adap.tv.]
Diagnostic Tools [Diagnostic tools consist of one of more Internet-accessible tools made available to assist Partner with the Adap.tv Services integration.]
Software Updates to the Adap.tv Services [Allows our Partners the automatic benefit of new product versions of the Adap.tv Services as they are released.]
Portal Support [Allows Partners to communicate support issues to Adap.tv by way of an Internet-accessible web portal.]
Weekly Webinars [Access to weekly education sessions hosted by Adap.tv (through web conferencing tools) detailing and answering questions pertaining to the setup, configuration, and use of the Adap.tv Services.]
Support Hours	9 am – 5 pm Monday to Friday (excluding holidays)	9 am – 5 pm Monday to Friday (excluding holidays)	9 am – 5 pm Monday to Friday (excluding holidays) 24x7 Phone support for critical issues
Support Response Time (during Support Hours) [Target time for Adap.tv to respond to issues and outages.]	5 business days	2 business hours	2 business hours 2 hours (for critical issues)
Advance Notice of Scheduled Maintenance [Except where necessary to perform emergency maintenance operations, Adap.tv will use reasonable efforts to give Partner advance notice of no less than 72 hours of all Scheduled Maintenance operations requiring downtime, including a description of the nature of the maintenance and expected downtime.] [Schedule Maintenance requiring downtime is typically scheduled between the hours of 10:00pm and 12:00am EST/EDT on Tuesday and Thursday, and 12:00am and 5:00am EST/EDT on Sundays.]
Enhanced Notification for Service Interruptions [Adap.tv will notify Partner via e-mail within the applicable response times identifying the problem and an estimated time of service restoration. Once the Services are restored and/or the interruption is resolved, Adap.tv will provide a follow-up notice via e-mail explaining the reason for the interruption, the duration of the interruption and the corrective measures taken by Adap.tv.]
Dedicated Support Contact [Partner can to communicate support issues to a specific Adap.tv Support representative.]
Phone Support [Permits Partner to communicate support issues to Adap.tv by way of telephone.]
Weekly Calls [Allows Partner to meet with a specific Adap.tv Support representative on a weekly basis to discuss new issues and progress on existing issues.]
Enhanced Delivery Times [The Adap.tv Services will be configured to provide delivery times (i.e., the time to first byte download for read functions) of 500 milliseconds or less. Delivery times are measured as the average of values, as measured in any twenty-four (24) hour period of time (but do not include delays due to third-party web pages, video players, ad providers, ad networks, ad servers, or other elements beyond the control of Adap.tv.)]