Service-Level & Communication Policy (SLA)
NxtWave Ad Network
(Effective Date: 09-11-2025)
1. Purpose of This Policy
This Service-Level & Communication Policy (“Policy”, “SLA”) outlines the standard levels of service, performance expectations, and communication protocols between NxtWave Ad Network (“NxtWave”, “we”, “our”, “us”) and the Advertiser (“you”, “your”, “Client”).
It ensures transparency, consistent service quality, and efficient communication for all advertising activities conducted across NxtWave platforms.
2. Scope
This policy applies to all services offered by NxtWave Ad Network, including:
- Advertising campaigns on Apps, Websites, Facebook Media, and NxtWave Titles/Products
- Campaign setup, reporting, and maintenance
- Technical and operational support
- Billing, invoicing, and data management communications
It is an operational extension of our Advertiser Terms & Conditions and does not override any legal provisions stated therein.
3. Service Commitment
NxtWave Ad Network is committed to providing advertisers with:
- Reliable ad delivery and platform uptime
- Transparent communication and reporting
- Prompt support and issue resolution
- Fair campaign review and approval timelines
We strive to maintain at least 99% uptime across all advertising delivery systems, excluding planned maintenance or external disruptions.
4. Service Availability
| Service Type | Availability | Notes |
| Ad Delivery System | 24 hours a day, 7 days a week | Subject to scheduled maintenance |
| Campaign Management Portal (if applicable) | 24/7 Access | Downtime notice provided at least 12 hours in advance |
| Customer Support (Email/Chat) | 10:00 AM – 10:00 PM (GMT+6) | Monday to Saturday |
| Emergency Support (Technical / Outage) | 24/7 via emergency email | Available only for active clients |
| Billing & Accounts Support | 10:00 AM – 6:00 PM (GMT+6) | Sunday to Thursday |
NxtWave reserves the right to adjust service hours during public holidays or emergencies with prior notice to clients.
5. Communication Channels
Advertisers can contact NxtWave through the following official channels:
| Department | Purpose | Contact |
| General Inquiries | Questions, partnership requests | support@nxtwave.studio |
| Ad Campaign Support | Campaign setup, review, or status updates | ads@nxtwave.studio |
| Billing & Payments | Invoices, refunds, receipts | billing@nxtwave.studio |
| Privacy & Compliance | Data handling or legal issues | privacy@nxtwave.studio |
| Emergency / System Outage | Technical outage or downtime report | urgent@nxtwave.studio |
All communication must be conducted through these official email addresses to ensure security and accountability.
6. Response & Resolution Times
| Priority Level | Description | Initial Response Time | Estimated Resolution Time |
| P1 – Critical | Platform outage, ad delivery failure, payment not applied | Within 2 hours | Up to 12 hours |
| P2 – High | Major campaign issue, incorrect placement, ad not approved | Within 6 hours | Up to 24 hours |
| P3 – Medium | Reporting delays, ad design updates, billing clarification | Within 12 hours | Up to 48 hours |
| P4 – Low | General inquiries, campaign suggestions | Within 24 hours | Up to 3 business days |
Resolution time may vary based on the complexity of the issue, technical dependencies, or third-party integrations (e.g., Facebook, Google).
7. Campaign Review & Approval Timelines
To maintain quality and compliance with our Advertising Content Policy:
| Campaign Type | Review Time | Notes |
| Standard Ads (Banner / Interstitial) | 12–24 hours | Same-day approval possible during business hours |
| Reward or Multi-Platform Ads | 24–48 hours | May require manual testing |
| Facebook Media / NxtWave Title Placements | 2–3 business days | Requires content and format verification |
| Restricted or Sensitive Categories | 3–5 business days | Needs additional compliance checks |
Advertisers are encouraged to submit campaigns 3–5 days in advance to allow for review and coordination.
8. Reporting and Performance Updates
- Weekly Reports – Sent every 7 days for ongoing campaigns (impressions, clicks, CTR, etc.)
- Final Report – Delivered within 3 business days after campaign completion
- Custom Reports – Available on request for enterprise or long-term clients
Reports are based on NxtWave’s internal analytics systems or verified third-party tools (e.g., Firebase, Google Analytics).
9. Maintenance and Downtime
- NxtWave conducts routine system maintenance to ensure performance and security.
- Advertisers will receive notice at least 12 hours before planned downtime.
- Maintenance typically occurs during off-peak hours (1:00 AM – 5:00 AM, GMT+6).
- Emergency maintenance may occur without prior notice in case of security risks or system failure.
NxtWave is not liable for temporary unavailability due to:
- Internet or data center issues beyond our control
- Third-party platform outages (Google, Meta, etc.)
- Force majeure events (natural disasters, government restrictions, etc.)
10. Advertiser Responsibilities
To ensure smooth service delivery, advertisers must:
- Provide complete and correct campaign details (ad format, duration, budget, etc.)
- Submit content on time and in approved formats
- Maintain open communication during campaigns
- Respect the established communication channels and business hours
- Promptly review and approve reports, invoices, and campaign materials
Failure to provide required materials on time may delay campaign activation without refund eligibility.
11. Escalation Procedure
If an issue is not resolved within the standard timeframe:
- Contact your assigned campaign manager or support representative.
- If unresolved, email manager@nxtwave.studio with full details.
- Escalated issues are reviewed by senior management within 24 hours.
All escalation emails are logged and prioritized for executive review.
12. Service Exceptions
NxtWave shall not be held responsible for:
- Delays caused by advertiser-side technical issues.
- Performance fluctuations due to third-party integrations.
- Any changes made to ad materials by the advertiser without prior approval.
- Unavailability resulting from external events or legal compliance actions.
13. Service Improvement and Feedback
We continuously improve our ad delivery and communication systems.
Advertisers are encouraged to share suggestions or performance feedback at feedback@nxtwave.studio.
Your feedback helps us refine our platforms, enhance reporting accuracy, and improve customer experience.
14. Policy Updates
NxtWave may modify this Service-Level & Communication Policy at any time.
The latest version will always be available at https://nxtwave.studio with an updated Effective Date.
Advertisers will be notified of major changes via email or dashboard announcement.
15. Governing Law and Jurisdiction
This policy is governed by the laws of the People’s Republic of Bangladesh.
Any disputes arising under or in connection with this policy shall fall under the exclusive jurisdiction of the courts in Dhaka, Bangladesh.
16. Contact Information
For all service, escalation, or communication-related matters:
NxtWave Ad Network
Email: support@nxtwave.studio
Website: https://nxtwave.studio
Address: Pirganj 5470, Rangpur, Bangladesh
End of Service-Level & Communication Policy