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Rebuy Support Policy ("Support Policy")

Last updated: September 13, 2023

At Rebuy, our utmost priority is delivering outstanding support to our esteemed customers. This Support Policy delineates our principles and processes that ensure we provide a uniform and gratifying support experience for every user of our application. The Rebuy Support Policy accompanies the Rebuy Subscription Terms of Service, available at https://www.rebuyengine.com/legal

A. Support Hours & Language

Our engineering team hours are Monday to Friday, 24 hours a day, 5 days a week, excluding US Federal and Canadian Public holidays. During those times, regular business operations will be temporarily affected. Reports received outside of standard business hours will be directed to our AI bot initially and, if necessary, escalated to the appropriate channels for further assistance. If you encounter any questions or obstacles, please refer to our Help Center for frequently asked debugging solutions! 

While our default support language is English, we are committed to assisting our customers to the best of our ability in their preferred language. Although we primarily use English for support, we have had positive experiences resolving support inquiries using translation apps. We will make every effort to support your language and help accordingly.

B. Support Channels

    1. In-app Chat Support: You can access in-app support via our website. Our experienced support representatives are dedicated to promptly resolving issues and addressing any inquiries. Our goal is to provide timely responses according to the priority levels outlined in Section D, Incident Response.

    2. Email Support: Customers can send an email to support@rebuyengine.com. We make every effort to respond to all email inquiries promptly. However, please note that due to the limited information provided in email inquiries, they will be categorized as priority 3 according to the definitions outlined in Section D, Incident Response. Our Service Level Objective (SLO) will be tailored to meet the response time for priority 3 inquiries.

    3. Help Center: Our website hosts a comprehensive Help Center designed to provide self-service support to our users. This valuable resource includes a wide range of articles, guides, and frequently asked questions (FAQs) that aim to assist users in finding answers and troubleshooting common issues. It is easily accessible and readily available for users’ seeking information and assistance.

B. Support Scope

    1. Overview: Our support team is fully devoted to addressing both technical and functional issues pertaining to our platform. The scope of our support encompasses various aspects, including but not limited to, the following:

          1. Troubleshooting: Our dedicated team is here to assist customers in diagnosing and resolving any issues that may arise in the proper functioning of our software.

          2. Bug Fixes: We aim to fix any bugs or software defects that impact the functionality of our platform.

          3. Feature Requests: We value customer feedback and actively consider feature requests for potential inclusion in future updates or releases.

          4. General Inquiries: Our knowledgeable support team is readily available to provide answers to general questions about our SaaS platform, including its capabilities and best practices.

    2. Extent of Support: Rebuy support services extend to all aspects directly related to Rebuy. This includes aiding and guidance for features and functionalities that are part of the standard Rebuy package. However, we are unable to offer support for third-party plugins or customizations that fall outside the scope of Rebuy. Please refer to the matrix provided below for a comprehensive outline of the items that fall within the scope of our support and those that are not supported. 

      Description

      Support (Yes/No)

      Launch Package Customizations/Troubleshooting

      Yes

      Smart Cart Slide Out Direction Adjustments

      Yes

      Smart Cart Color, Font, Sizing

      Yes

      Custom Template Customizations/Troubleshooting

      No

      Headless Configurations/Troubleshooting

      No

      Native Cart Configurations/Troubleshooting

      No

      Post Purchase CSS Changes

      No

      Script Building/Troubleshooting

      No

      Third Party A/B Testing

      No

      Third Party Integrations

      No

      Tier Progress Bar Customizations

      No

       

      If you are working with a developer or agency to create a custom solution, we offer comprehensive developer documentation to address common inquiries. You can find this documentation in our Help Center or our developer documents. Furthermore, if you require professional assistance for custom development work, we can connect you with our accredited partner agencies. Simply submit a request, and our team will facilitate the process of finding the ideal service partner for your needs.

    3. Customer Cooperation: The customer is obligated to furnish Rebuy with necessary information and aid to enable Rebuy to offer Support. Such cooperation encompasses, but is not limited to, the provision of the: 

          1. Aspects of the Service that are not functioning correctly.

          2. The business impact resulting from the incident.

          3. Start time of Incident.

          4. List of steps to reproduce Incident.

          5. Pertinent log files, data, screenshots, or screen recordings.

          6. Exact wording or content of any error messages

D. Incident Response

    1. Rebuy's Support team will evaluate and assign a priority level to each Incident, aiming to deliver responses based on the following table (within regular support hours:

Priority

Description

Target Response Times

Priority 1

Operation of the Service is critically affected (not responding to requests or serving content); no workaround available.

30 Minutes

Priority 2

Service is responding and functional, but performance is degraded, and/or Incident has potentially severe impact on operation of the Service.

5 Hours

Priority 3

Non-critical issue: no significant impact on performance of the Service but user experience may be affected.

12 Hours

E. Exclusions

    1. Rebuy will have no responsibility to provide support to the extent an Incident arises from one of the following:
        1. The Incident results from the customer’s use of the service in a manner that is not authorized in the terms of service agreement or any relevant customer-specific contract.

        2. Issues arise due to general internet problems, force majeure events, or other factors beyond the reasonable control of Rebuy Engine.

        3. The Incident stems from problems related to the customer’s equipment, software, network connections, or other infrastructure.

        4. The Incident is caused by third-party systems, actions, or omissions.

        5. Support will not be provided during scheduled maintenance periods.

If you are not our merchant and you require general information regarding Rebuy or our company, please contact us and we will glad address your inquiries.

F. Onboarding

    1. Launch Packages: If you require assistance with onboarding to the Rebuy platform, we provide professional services specifically tailored for that purpose. If you are interested, please complete a request form, and our team will contact you to discuss available options.

Note: This list is a living document and may be updated without notice.