Submit a ticket
To submit a ticket to Branch, visit our Support portal.
You'll be given the option to submit one of the following types of inquiries:
- Technical support.
- Sales.
- Billing.
Service types
Branch offers three types of services to help you make the most of your Branch integration.
Our customer-facing technical teams can help you build out a new idea, discover how a particular feature can further your campaigns, debug a tricky issue, and much more.
Account management
Account Management Services includes a dedicated team that offers personalized support and product recommendations.
By embedding Account Management Services into your team, you ensure the right support is available exactly when you need it as your brand grows with Branch.
Professional services
Access to Professional Services lets you lean on our industry experts for complex use cases, integrations, and platform configurations.
By allocating Professional Service Hours for your team, you're securing support for your onboarding process, implementation objectives, and team knowledge building goals.
Premium support
Rely on our Premium Support Services to resolve your concerns quickly. Response times are as fast as 2 hours, even on weekends.
Our Premium Support Service hours follow a fixed pricing model, which offers more predictability and reliability as you plan for your team's ongoing needs.
Standard support
Standard Support is available to answer questions via email during business hours only.
Business hours vary depending on the timezone.
Our business hours are listed below:
- ANZ Business Hours: 9 AM - 5 PM (Sydney Time)
- NEA Business Hours: 9 AM - 5 PM (Seoul Time)
- SEA Business Hours: 9 AM - 5 PM (Singapore Time)
- India Business Hours: 9 AM - 5 PM (Bangalore Time)
- EMEA Business Hours: 9 AM - 5 PM (London Time)
- NA Business Hours: 9 AM - 5 PM (Pacific Time US & Canada)
SLAs
Our Response Time Service Level Agreements (SLAs) are defined by your package and are subject to change. Branch's current initial response SLAs can be found below:
| Severity Level | Definition | Standard Support | Enhanced Support | Premium Support |
|---|---|---|---|---|
| Sev 0 - Outage | A service outage of Branch systems that would impact link redirection or attribution. | 2 Hours | 1 Hour | 1 Hour |
| Sev 1 - High | The Services are completely unavailable for use by Customer, and no procedural workaround exists, thereby causing a severe impact to Customer's business operations. | 1 Business Day | 4 hours | 2 hours |
| Sev 2 - Medium | Customer experiences a severe defect or configuration issue with the use of the Services and no procedural workaround exists, thereby causing a high impact to Customer's business operations (excluding Service failures that qualify as Severity Level High). | 2 Business Days | 8 hours | 4 hours |
| Sev 3 - Low | Customer experiences an issue where Customer's use of the Services are partially reduced, thereby causing a low-to-medium impact to Customer's business operations. A procedural workaround exists (excluding Service issues that qualify as Severity Level High or Medium). | 5 Business Days | 1 Business Day | 8 hours |
Note that SLA times do not apply to self-serve customers.
Best practices
Below are some best practices when reporting an issue.
- Include your Branch App ID with your support ticket. You can find your App ID in Branch by navigating to Account Settings > Profile.
- Include steps to reproduce the issue, error messages, and any screenshots whenever applicable to help us expedite our investigation.
- If you're an Ad Partner or an Agency reaching out to us about a specific campaign, provide us with the tracking link and details about the campaign/customer app.
- If the issue is related to your app code, send us code snippets whenever applicable.
- When reporting a new issue, start a new email thread; using an old email thread for a different ticket could delay response.
- Reply to the auto-response you receive when a new ticket is created to add additional information to the ticket.