This Support Policy is part of the Master Services Agreement and applies to all customers at no additional charge.
Channels
| Channel | Use it for |
|---|---|
| support@advigator.com and the in-app messenger | Everything: questions, defects, configuration help |
| security@advigator.com | Security vulnerabilities and suspected incidents — see the Vulnerability Disclosure Policy |
| billing@advigator.com | Invoices, tax details, payment methods |
| legal@advigator.com | Data protection requests |
| Documentation | Self-service guides for every feature |
Support is provided in English and Italian, Monday to Friday, 09:00–18:00 Central European Time, excluding Italian public holidays.
Severity and target response
These are the targets we work to. They are commitments of effort, not contractual guarantees.
| Severity | Definition | Target first response |
|---|---|---|
| S1 — Critical | The platform is unavailable, or automation is making incorrect changes to live advertising accounts | 4 business hours |
| S2 — High | A major feature is unusable with no workaround, or data is materially wrong | 1 business day |
| S3 — Normal | A feature behaves incorrectly but there is a workaround | 2 business days |
| S4 — Question | How-to questions, configuration advice, feature requests | 3 business days |
We assign severity on the facts; tell us the business impact and we will take it into account. For S1 issues affecting live spend, say so in the first line of your message.
What is out of scope
- Changes made inside the Amazon Ads console by you or by another tool.
- Amazon platform outages, policy enforcement, account suspensions and API changes. We will tell you what we can see, but the remedy lies with Amazon.
- Advertising strategy consulting. We will explain what the platform does and why; the commercial decisions are yours.
Service level agreements
Advigator does not publish a contractual uptime SLA. Enterprise customers can request an SLA with a defined uptime commitment, service credits and escalation contacts as part of a signed order form: write to legal@advigator.com. Incident and maintenance communications are sent by email to account administrators.
Maintenance
Routine deployments happen during business hours and are designed not to interrupt service. Where planned maintenance requires downtime, we give at least 48 hours’ notice by email, and schedule it outside the Amazon budget reset windows wherever possible.