Level 1 (L1) support definition
Level 1 support includes high-level customer questions and technical support related to Kayzen platform, e.g., how does a certain feature work, why my campaign isn’t serving. L1 support also includes campaign and creative approval.
All requests by customers who do not require a detailed understanding of the customer history, strategy or other individual customer requirements are considered L1 support.
L1 support SLA
4:30 am – 6:00 pm UTC. First response time – 30 minutes.
Weekends and holidays:
8:00 am – 5:00 pm UTC. First response time – 4 hours.