A. Support Hours
Support is provided Monday to Friday, 6:00 AM-4:00 PM, Pacific Time (PT), excluding US federal holidays. If you ever have any questions or have run into a roadblock, check out our Help Center for common debugging answers!
Our default support language is English; however, we have had successful support inquiries solved using Deepl Translator, and will do our best to support your language.
B. Incident Submission and Merchant Cooperation
Merchant may report errors or irregular behavior of the Service by contacting Rebuy in the Service via the Messenger or via email at Support@rebuyengine.com. Merchant will provide information and assistance to Rebuy as reasonably required for Rebuy to provide Support. This includes, without limitation, providing the following information to Rebuy regarding the Incident:
- Aspects of the Service that are unavailable or not functioning correctly
- Incident's impact on the business
- Start time of Incident
- List of steps to reproduce Incident
- Relevant log files, data, screenshots, or screen recordings
- Wording of any error message
C. Incident Response
Rebuy’s Support staff will assign a priority level to each Incident and seek to provide responses in accordance with the table below (during normal support hours).
|Priority Level||Description||Target Response Times||Operation Hours|
|Priority 1||Operation of the Service is critically affected (not responding to requests or serving content); no workaround available.||2 Hours||
|Priority 2||Service is responding and functional, but performance is degraded and/or Incident has potentially severe impact on operation of the Service.||1 Day||
|Priority 3||Non-critical issue; no significant impact on performance of the Service but user experience may be affected.||3 Days||
Rebuy will have no responsibility to provide support to the extent an Incident arises from one of the following:
- Use of the Service by Merchant in a manner not authorized in the agreement or any merchant-specific applicable contract.
- General Internet problems, force major events or other factors outside of Rebuy Engine's reasonable control
- Merchant's equipment, software, network connections, or other infrastructure
- Third-party systems acts, or omissions
- Scheduled maintenances
If you are not our merchant and you need some generic information regarding Rebuy or our company, please contact us and we will be happy to answer your questions.
E. Extent of Our Support
Our support covers all things Rebuy out of the box. We cannot give support that isn’t related to Rebuy (example: third-party plugins, or customizations).
If you are working with a developer or agency that is building a custom solution, we have developer documentation to help answer common questions that can be found here. If you would like assistance from one of our accredited partner agencies for custom development work, you can submit a request here, and we will connect you with our team to help you find the perfect service partner.
F. Onboarding Configurations
If you would like assistance in onboarding to the Rebuy platform, we do offer professional services for just that. If you are interested, you can fill out a request here, and our team will be in touch to discuss options.
Note: This list is a living document and may be updated without notice.
If you have any questions about this Support Policy, please contact us.