Platform SLAs and Operational Support

Platform Service Levels

Cardlytics targets the following platform service levels for publisher integrations.

Service Level	Target
Server-side API latency	p99 latency of 300ms or better for end-user-facing API calls
Platform availability	99.9% or greater in each calendar month

Platform functionality is considered available when:

End users are able to access and use the platform.
The partner is able to send and receive program information through publisher interfaces.

Availability is measured as a percentage of total time in a calendar month during which the platform is available.

The following are included in uptime calculations:

Planned maintenance communicated to the partner in advance.
Planned maintenance by the partner communicated to Cardlytics in advance.
Force majeure events that result in the platform not being available.
Instances where the partner platform is unavailable for reasons not attributable to Cardlytics platform functionality.

Cardlytics will provide a monthly availability report to the partner within 5 business days after the end of each month.

Availability Target

SLA	Description	Calculation	Target
Platform availability	Platform availability is measured on a 24/7/365 basis, including planned or agreed downtime and scheduled maintenance, and excluding unplanned or emergency downtime.	Supplier Platform Availability / Total Number of Hours * 100	>= 99.9%

Incident Response Times

Cardlytics responds to incidents based on severity and business impact.

Priority	Description	Response Time	Permanent Resolution or Workaround
Priority 1: Showstopper	Severe degradation of service levels, an outage affecting end-user-facing services, offers not serving, profile page unavailable, or a service that is down or cannot be used by the majority of customers with no workaround available.	30 minutes	8 hours
Priority 2: Major	Full functionality is not available, or the service is only working to a limited extent and impacting some customers.	2 hours	48 hours
Priority 3: Minor	A non-critical process or function is impacted. A minority of customers are affected, and a workaround may be available. The issue may become a higher priority if not resolved within a defined time.	1 business day	5 business days
Priority 4: Trivial	A routine issue with minimal or minor business impact that is tolerable for an extended period.	1 business day	10 business days

Customer Support and CSA Support

The partner provides first-line support to its customers.

When the partner requests second-line support from Cardlytics for a program customer issue through the Customer Service Application, Cardlytics will provide:

An initial response within 2 business days.
A path to resolution within 5 business days.

These timelines apply unless additional information is required from the partner to resolve the issue.

Critical Partner SLAs

Partners must provide required data to support optimal program processing, functionality, and user experience.

Deliverable	Description	How Used	SLA
Customer data	Required customer data fields as provided in Cardlytics integration documentation	Customer profile	Daily
Account data	Required account data fields as provided in Cardlytics integration documentation	Customer profile	Daily
Auth transaction data	Required auth transaction data fields as provided in Cardlytics integration documentation	Real-time messaging, targeting, and merchant budget management	Real-time
Posted transaction data	Required posted transaction data fields as provided in Cardlytics integration documentation	Redemptions	Daily

Platform Maintenance and Release Schedule

Planned maintenance is performed during regional maintenance windows.

Region	Maintenance Window
US	Sunday, 12:00 AM to 4:00 AM Eastern Time
UK	Sunday, 12:00 AM to 4:00 AM British Summer Time

Daily releases with no downtime or major end-user impact may be performed on the platform.