Support and escalation paths

Use the support path that matches the revenue impact. Checkout failures, broken tracking, incorrect routing, and blocked recovery can directly reduce revenue.

Response targets by plan

• Starter: email support with a 48-hour response target
• Growth: priority support with a 24-hour response target and 1-hour emergency response for critical incidents
• Scale: everything in Growth 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
• Payment issues or failed purchase flows
• Purchase events not being recorded
• Destination delivery failures affecting live operations
• Recovery provider failures that block active revenue recovery

Use a signal and revenue review for

• Weak match quality across Meta, Google, or TikTok
• Missing click IDs or customer identifiers
• Browser/server dedupe questions
• Revenue-impacting tracking gaps
• Dashboard numbers that do not match across pages for the same store and range