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]
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 SLAs below.
Pricing Plan | Target First Response Times |
|---|---|
Enterprise Plan | 2 - 6 Business Hours depending on Tier |
Startup Plan | 1 Business Day |
Launch and Free Plan | 2 Business Days |
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 about a year ago
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