We hold ourselves to specific, measurable service commitments. First reply within 2 business hours. Full resolution within 10 business hours. Data delivery every Monday. These are not aspirational targets — they are the standards we track internally and report on quarterly.
Support Response Times
| First reply: within 2 business hours — When you submit a support request, you will hear back from a real person within 2 business hours. Our target is 80%+ on-time across all tickets. No auto-responder counts as a first reply. |
| Full resolution: within 10 business hours — Most issues are resolved well within this window. Complex data or configuration requests may take longer, but your CSM will keep you updated on progress. Target: 80%+ on-time resolution rate. |
Data Delivery SLA
| Weekly data refresh — Processing runs every Sunday. Updated files are available on your data domain by Monday morning. This cadence runs automatically once your onboarding is complete. |
Fulfillment SLA
Operational tasks tied to your account have their own commitments:
| BuyBox setup and changes — Configuration updates processed within the current weekly cycle. Target: 100% on-time. |
| Data delivery — Weekly refresh available by Monday. Target: 100% on-time. |
| Skip trace jobs — Processed and returned within the committed turnaround for your plan. Target: 100% on-time. |
How to Get Support
Three ways to reach us, all tracked against the same SLA:
| Email — Send to support@8020rei.com. This creates a tracked ticket automatically. |
| Freshdesk portal — Submit a ticket directly through the help center. You can track status and view history on all your requests. |
| Your CSM — For account-specific questions, strategy discussions, or anything that needs context about your setup, go directly to your Customer Success Manager. |
Escalation & Accountability
If an SLA is missed, your CSM is automatically notified. You do not need to follow up or chase a response — the escalation is built into the system. Missed SLAs are flagged in our internal tracking and reviewed by the operations team.
We track these metrics internally across every client and share performance data in quarterly business reviews. If you want to see your account's support metrics at any time, ask your CSM.
Our commitment is straightforward: fast responses, reliable delivery, and full transparency on how we are performing. If we fall short, you will know about it before you have to ask.
