联系 Branch 支持中心

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.

服务等级协议 (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	定义	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个工作日	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个工作日	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个工作日	8 hours

联系支持中心的最佳实践

请在支持工单中填写您的 Branch App ID，您可以通过操作后台 (Dashboard) 前往 “Account Settings” > “About your App” 找到您的 App ID。
您的操作步骤、报错信息和相关的所有屏幕截图，将有助于加快我们解决您问题的速度。
如果您是广告合作伙伴或广告代理商就某一 campaign 有相关问题，请向我们提供有关该 campaign/客户应用的追踪链接和详细信息。
如果您遇到的问题与您的应用代码有关，建议您把代码片段也一同发送给我们。
当提交一个新问题时，请考虑开启一个新邮件对话。使用旧的邮件对话可能会造成回复延迟。
您可以随时回答创建工单时收到的自动回复信息以添加额外的补充信息。