Service level agreements

Every Factor42 partnership runs on a written service level agreement. It sets out exactly what we deliver, how fast, and what happens if we fall short, so your team and your clients know what to expect before the first campaign goes live.

How our SLAs work

Service levels are agreed with each partner and written into the master services agreement or statement of work, because the right commitments depend on your channel mix, volume and workflow. This page describes what those agreements cover. The specific numbers live in your signed agreement, and that agreement is what governs.

What an SLA covers

• Trafficking turnaround: how quickly a complete brief with approved creative is built and launched, by channel
• Quality assurance: the checks every campaign passes before launch, including specs, tracking, targeting and brand safety settings
• Pacing and monitoring: how often delivery is reviewed and how quickly under- or over-pacing is flagged and corrected
• Reporting: which reports you receive, how often, and when wrap reports are delivered after a flight ends
• Communication: your named point of contact, working hours, and response times for routine requests and urgent issues
• Escalation: the path for raising an issue, who owns it, and how it is resolved
• Remedies: what happens if a committed service level is missed

How we perform today

Across our partners, we run a 98.6% campaign delivery rate and an average trafficking turnaround of 12 minutes, and Google Ads campaigns launch in under four hours on average. These figures describe our historical performance, not contractual commitments; your commitments are the ones in your agreement.

Request our standard SLA

We're glad to share our standard SLA terms during a consultation and adjust them to fit how your team works. Book a consultation and ask for a copy.