Support & Assistance
Have a question about your configuration, a support request, or a critical issue with your campaigns? Our teams support you with clear and transparent support commitments.
How to contact us
Chat – Client Portal
Available for clients with an active account.
Recommended for operational questions and tracking open tickets.
Our Support Commitments (SLA)
Requests are prioritized by their real impact on your business.
The times below correspond to the initial response time, not the resolution time.
| Severity | Examples | Response Time |
|---|---|---|
| Critical | Service unavailable, tracking blocked, AI voice failure, site down | < 8 hours (24/7) |
| Major | Budget issue, spend drift, degraded CRM integration | < 24 business hours |
| Minor | Reporting question, configuration, feature request | < 48 business hours |
Important
- Critical incidents benefit from continuous monitoring and response.
- Response times may vary due to dependencies on third-party providers (Meta, Google, telephony, cloud).
- Support covers normal platform usage, in accordance with the Terms & Conditions.
Critical Incident Management
In the event of a high-impact incident (e.g., Spend Spike, service interruption):
- Automated detection via our monitoring systems
- Immediate activation of security runbooks (throttling, pause, containment)
- Notification of relevant teams
- Transparent communication until resolution or stabilization