Apptimate | Support Policy
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Support Policy

Apptimate offers limited free technical support to all applications running on the Apptimate platform. Free support is best effort and has no guaranteed response time. In order to provide the best support possible, we limit the scope and channels as outlined in this policy.

Scope

Apptimate’s free support offering is available only for official SDKs and APIs provided by Apptimate. Support is limited to the following:

  • Installation and configuration of SDKs
  • General questions about SDKs and APIs
  • Providing workarounds or resolutions for known problems
  • Answering general how-to questions, and providing pointers to documentation
  • Troubleshooting

Apptimate does not offer support for the following:

  • General debugging of user applications
  • Rewriting application code for compatibility with Apptimate
  • Modifying and/or patching third party or Open Source software packages for compatibility with Apptimate

Official Channels

Free technical support is available exclusively by posting your question to our forum.

Unofficial Channels

Apptimate team members participate in the following community channels at Apptimate’s discretion. There is no guarantee of response for support issues unless they are submitted through one of the official channels above.

  • Twitter via @apptimates
  • StackOverflow via the Apptimate tag

Proactive Monitoring

The Apptimate Platform is monitored 24×7 by comprehensive automated systems. In the event of any issue affecting the health and operation of Apptimate’s infrastructure, core systems, or tools, our dedicated operations team is notified and will respond immediately to diagnose and correct any issues. This monitoring covers all customers including those on the free plan.

Premium Support

Please contact us at premium@apptimate.io if you’d like Premium Support with guarantees on response time and availability.

DISCLAIMER

These policies are inspired by the policies of Parse, Kinvey ,  Google App Engine and Heroku. The original works have been modified. Apptimate is not affiliated with any of these companies or services.

CHANGES TO THIS STATEMENT

Apptimate reserves the right to modify or update this policy statement at any time without notice.

Last Updated: October 1, 2015