Support & SLA
This page explains how support works and what response times you can expect.
Communication is primarily asynchronous.
1. Support channels
Meetings are not required and are not part of the standard workflow.
2. Response times (SLA)
- Initial response: within 2 business days for standard requests.
- Billing issues: within 1 business day when you include charge date and amount.
- Urgent issues: within 1 business day when clearly described and marked URGENT.
Business days exclude weekends and public holidays.
3. What counts as urgent
- Account access loss or billing issue that stops campaigns from running.
- Large-scale disapprovals or policy problems preventing ads from serving.
- Unexpected spend spikes likely caused by settings rather than auction dynamics.
Routine performance fluctuations and feature requests are not urgent.
4. Helpful links
We are not affiliated with Google. You pay Google directly. We do not take custody of your ad spend.
Last updated: December 31, 2025
