All matters that occur while using the solution are resolved in the form of user support, technical support, and knowledge base support.
Project support such as solution-related consulting, migration, design, implementation, and personal information protection law guide is excluded.
What is the Technical Support Level (SLA)?
We provide support in the Level 1/2/3 system.
Level1 Issue Difficulty: Normal PIC: Customer Success Manager Issue to be registered within 8 hours of receipt (1 day), processing within 16 hours (2 days)
Level2 Issue Difficulty: High PIC: Customer Success Manager, Martech Engineer Issue to be registered within 8 hours of receipt (1 day), processing within 24 hours (3 days)
Level3 Issue Difficulty: Very High PIC: Customer Success Manager, Martech Engineer, Senior Engineer for Each Global Vendor Issue to be registered within 8 hours of receipt (1 day), processing within 40 hours (5 days)
How do I request support?
If you submit viaemail or form, a person in charge will contact you, understand the issue, and issue and accept a ticket.
After that, you will be notified by e-mail about the processing result.
Can technical support be provided for SaaS solutions not purchased from Performars?
Yes, for all marketing technology solutions handled by Performars, service support is available regardless of the place of purchase.
However, a technical support fee will be charged.
I used the solution provided by Performars in the past, but it has now ended. Can I request support?
Yes, you can request support at any time. We will do our best to support you.
I am not using on-going services for technology solutions. Can I request service support?
Yes, we provide service support.
We recommend a separate on-going service if you want to make sure you succeed through customer support and technical support. Individual support cases incur a fee of USD 70 per case.
What will be the pricing for services once I receive service support?
If you are using a technology solution and do not currently have an ongoing service contract, a fee of USD 70 per ticket service processed will be incurred.
What is the Ongoing Service Package?
The package is divided into Enterprise/Business/Professional plans.
Enterprise Plan
No. of ticket: 144/year
Pricing: 7,000 USD
SLA: Issue to be registered within 8 hours of receipt (1 day), processing within 16 hours (2 days)
Business Plan
No. of ticket: 72/year
Pricing: 4,000 USD
SLA: Issue to be registered within 8 hours of receipt (1 day), processing within 24 hours (3 days)
Professional Plan
No. of ticket: 36/year
Pricing: 2,000 USD
SLA: Issue to be registered within 8 hours of receipt (1 day), processing within 40 hours (5 days)
