theMarketer's Service Level Agreements (SLAs)

At theMarketer, we are committed to providing exceptional support and ensuring a seamless experience for our users. Our Service Level Agreements (SLAs) are designed to keep you informed about our response times and bug fixing processes.

We value your time and always strive to address your concerns quickly. Our response times vary based on your account type:

• Free Account: Expect a response within a maximum of 48 hours.
• Standard and Ecommerce Accounts: Receive a reply within 3 hours during business hours.
• Ecommerce Pro Accounts: Enjoy a faster response time of just 1 hour during business hours.

For support requests made after business hours, our automated chat support is available to assist you.

We understand that resolving bugs is crucial for maintaining a smooth user experience. Our bug-fixing process is as follows:

Low impact alerts

We aim to fix bugs within 3 working days, depending on their complexity and nature. If a resolution takes longer than 3 working days, we will keep you informed about the updated timeline estimate.

Medium impact alerts

For bugs with a medium impact, our goal is to resolve them within 2 working days. Should the resolution process take longer, you can expect timely updates on the estimated timeline.

High impact alerts

We prioritize high impact bugs and strive to resolve them within 24 hours, ensuring that your experience with our platform remains seamless.

System downtime

In the rare event that our system is down, we're committed to restoring it in less than 30 minutes, minimizing any disruption to your workflow.

We appreciate your vigilant contribution to helping us improve the platform for the entire theMarketer community.

Our SLAs are designed to provide you with timely support and a dependable platform.

If you ever face any challenges or have questions about our services, rest assured that theMarketer is here to help you every step of the way.