Support and escalation paths

Use the support path that matches the impact and work type.

Response targets by plan

• Starter: email support with a 48-hour response target
• Pro: priority support with a 24-hour response target and 1-hour emergency response for critical incidents
• Scale: everything in Pro plus weekly optimization support and dedicated account ownership
• Enterprise: dedicated account support with a 2-hour response target and SLA-backed service commitments

Use emergency support for

• Checkout outages
• Purchase events not being recorded
• Destination delivery failures affecting live operations

ByteBoon handoff

RocketCheckout handles rollout, event quality, and routing operations. Custom native platform engineering is coordinated with ByteBoon.