Branch Support Handbook
Contacting Branch Support
The best way to contact Branch's Technical Support team is through our Web form.
If you have questions on Billing, you can reach us at [email protected]
Support Levels
Standard
Support is available to Customer between 09:00 to 17:00, local time for Customer, not including Saturday, Sunday, or Branch company holidays.
Customers who have executed an Order Form with Branch but have not purchased Enhanced Support or Premium Support in such Order Form will receive Standard Support as described in the Issue Response Time table provided below.
Enhanced
If Customer has purchased Enhanced Support as indicated on the applicable Order Form, the Support will be available to Customer during weekdays from 00:00 Monday to 24:00 Friday, local time for Customer, not including Saturday, Sunday, or Branch company holidays.
Premium
If Customer has purchased Premium Support as indicated on the applicable Order Form, the Support Team will be available to Customer twenty-four (24) hours a day, seven (7) days a week.
Customer may request a live troubleshooting session for technical support requests submitted per the requirements above. Such requests must be submitted electronically in writing to http://help.branch.io/ (or its successor URL) at least one (1) Business Day in advance. The Support Team will not be available for live troubleshooting sessions during weekends and Branch company holidays. Customer is entitled to a maximum of ten (10) hours of live troubleshooting calls per calendar year, with a maximum of thirty (30) minutes allocated by Branch for each call. “Business Day” means between 09:00 to 17:00, local time for Customer, not including Saturday, Sunday, or Branch company holidays.
Service Level Agreements (SLA)
Our Response Time SLAs are defined by your Pricing Plan and Tier and are subject to change. Please find the current initial response SLAs 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 |
Best Practices while reaching out to Support
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Please include your Branch App ID with your support ticket, you can find your App Id from the Branch Dashboard by navigating to Account Settings > About your App.
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Including steps to reproduce the issue, error messages and any screenshots whenever applicable, will help us expedite our Investigation.
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If you are an Ad Partner or an Agency reaching out to us about a specific campaign, please provide us with the tracking link and details about the campaign/customer app.
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If the issue is related to your app code, please send us code snippets whenever applicable.
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Whenever reporting a new issue, please consider starting a new email thread, using an old email thread for a different ticket could delay response.
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You can reply to the auto-response that you receive whenever a new ticket is created to add additional information to the ticket.
Updated 6 months ago