SLA Overview
Service Level Agreements (SLAs) define the expected performance, availability, and processing schedules for key data operations. This document provides an overview of the SLAs governing data processing and synchronization.
Timezones Used
| Timezone | Description |
|---|---|
| EST | Eastern Standard Time |
| MST | Mountain Standard Time |
| CST | Central Standard Time |
| PST | Pacific Standard Time |
| GC | General Customer reference timezone |
All Users Daily Processing SLAs
| Process | Run Time | Purpose | SLA |
|---|---|---|---|
| Aggregation | 4:00 | Aggregates data after pulling and updates the cache | Must complete within 1 hour |
| Drive Data Push | 6:00 | Pushes aggregated data to a Google Spreadsheet, critical for business reporting | Must complete by 7:00 AM |
Daily Processing Scripts
| Process | Run Time | Purpose | SLA |
|---|---|---|---|
| Facebook Data Synchronization | 2:00 | Synchronizes Facebook campaign data to track performance | Must refresh data within 1 hour |
| Google Ads Data Synchronization | 2:00 | Synchronizes Google Ads performance data | Must refresh data within 1 hour |
| Shopify Data Synchronization | 8:00; 12:00; 16:00; 20:00 | Synchronizes recent Shopify orders and inventory data | Must refresh data within 1 hour |
| GA4 Data Synchronization | 2:00; 14:00 | Synchronizes Google Analytics 4 data | Must refresh data within 1 hour |
| TikTok Data Synchronization | 2:00 | Synchronizes TikTok engagement and ad performance data | Must refresh data within 1 hour |
| Pinterest Data Synchronization | 2:00 | Synchronizes Pinterest data for performance tracking | Must refresh data within 1 hour |
| AppLovin Data Synchronization | 0:00; 6:00; 12:00; 18:00 | Synchronizes AppLovin mobile ad and performance data | Must refresh data within 1 hour |
| Klaviyo Data Synchronization | Continuously | Synchronizes Klaviyo performance data | Must refresh data within 10 minutes |
Hourly Processing SLAs
| Process | Purpose | SLA |
|---|---|---|
| Facebook Data Synchronization | Synchronizes Facebook campaign data to track performance | Must refresh data within 1 hour |
| Shopify Data Synchronization | Synchronizes Shopify orders and inventory continuously | Must refresh data within 1 hour |
| Google Data Synchronization | Synchronizes Google Ads and analytics data | Must refresh data within 1 hour |
| Pinterest Data Synchronization | Synchronizes Pinterest data | Must refresh data within 1 hour |
| TikTok Data Synchronization | Synchronizes TikTok engagement and ad performance data | Must refresh data within 1 hour |
| Snapchat Ad Metrics Synchronization | Synchronizes Snapchat data | Must refresh data within 1 hour |
| AppLovin Data Synchronization | Synchronizes AppLovin data | Must refresh data within 1 hour |
Continuous Processing SLAs
| Process | Purpose | SLA |
|---|---|---|
| Klaviyo Real-Time Processing | Processes marketing automation data and customer behavior analytics in real time | Must remain operational at all times |
Escalation Policy
If any process fails to meet its SLA:
- Immediate Alert: Notification sent to on-call engineers.
- Retry Mechanism: Automatic retry within 15 minutes.
- Manual Intervention: If retry fails, manual intervention is required within the next processing cycle.
- Incident Report: If issue persists beyond two cycles, an incident report is generated.
This document ensures that data operations meet reliability and efficiency standards for business continuity.