The service-level-agreement below is meant for requests to add, change, edit or investigate discrepancies within your ChannelMix datasets and dashboards. Should ChannelMix experience a data outage, delay or another system-wide issue that prevents you from accessing your data, the issue will be resolved as soon as possible and you will not be charged. Updates for those delays will be provided as frequently as we have them until data access resumes.
Priority: Critical and needs attention within the next few hours
Requests within this priority will be resolved within two (2) business days. If the critical issue cannot be resolved within two business days, our support team will keep you informed. Please note this priority will incur a $200 fee. If we find that the issue is caused by an error made by the ChannelMix team, the fee will be waived.
Priority: I can't move forward until this issue is resolved
Most requests with this priority will be resolved within five (5) business days.
Priority: An issue is slowing me down
Most requests with this priority will be resolved within six (6) business days.
Priority: I have a non-urgent question
Most requests with this priority will be resolved within seven (7) business days.
Please note, not all requests can be solved within 7 business days. In those situations, the ChannelMix team will move the request into a project and timelines will be communicated separately.