Support Availability & SLAs

Support Availability

Support Hours

• Standard Support: Available 24/7.

  • Starting from first weekend in April 2025 Enhanced Support will be available 24/7.

• Emergency Support: Available 24/7 for critical issues.

• Languages Supported:

  • English (primary)

  • Brazilian Portuguese

  • German

  • Spanish

  • Russian

We are committed to providing timely responses and resolutions to customer issues. Our SLAs are defined as follows:

First responses = First investigation done. We will provide a meaningful update about your issue. This is not an auto-reply.

Support requests sent via our website contact form or email will be assigned a first response time of <24 hours.

Number subscriptions:

Plan	First response time
Basic	<24hrs
Regular	<4hrs
Premium	<30mins

Partner Plan subscriptions:

Plan	First response time
Premium	<1hrs
Growth	<4hrs

Resolution Times

• All issues: Resolved within 48 hours when possible.

• Meta-related issues: No SLA (dependent on Meta).

• If an issue exceeds 48 hours, it is escalated internally.