What support covers
Launching, customizing, operating and scaling your platform: onboarding, branding and domain, client setup, integrations, supply, traffic quality, billing and technical guidance.
Included in every plan
Every platform plan - rented, licensed or owned - includes full onboarding (setup done by our team), team training (admin, sales and support), free upgrades and ongoing support. Support is available 24/7; sales works Monday to Friday.
Hosted plans: the SLA
Rented and white label platforms on our servers are covered by the Service Level Agreement: a 99.9% monthly availability target and these first-response times:
| Priority | Example | First response |
|---|---|---|
| Critical | Platform down, no bidding | 1 hour, 24/7 |
| High | Key feature broken | 4 business hours |
| Normal | Question or minor issue | 1 business day |
Source-code licences hosted by you are not covered by the SLA.
Licensed and source-code platforms: Support & Maintenance
If the platform runs on your servers, you can add a plan that keeps it current - updates, fixes, security patches, health checks and priority support:
- Basic - $390 / month
- Priority - $790 / month (priority queue, monthly health check)
- Dedicated - $1,490 / month (a named engineer, small changes included)
Things support often helps with
- Branding and domain - see Branding your platform: domain, logo and emails
- Supply integrations - see Bringing your own supply partners
- Traffic quality - see What can be blocked, and the four action levels
Related: Support channels and response times