Who you call, and how fast we answer.
Target response times, not resolution guarantees dressed up as ones. Enterprise agreements can tighten every number on this page.
How to reach us, by edition.
One address for everything: support@genetrix.tech. Security issues go to security@genetrix.tech instead.
What counts as urgent.
Target first response, measured from when your ticket arrives during covered hours.
What an outage actually affects.
The honest scope matters more than a number on a slide.
Your sends never depend on MCT
Compiled content lives in your Content Builder and Marketing Cloud renders it at send time. If the MCT backend is down, scheduled campaigns still go out normally.
An outage affects new compiles
The impact of downtime is that a marketer cannot translate or recompile until service resumes. That is a workflow delay, not a send failure.
You own the uptime of your host
Because the backend runs in your Azure subscription, CloudPages tenant or PHP host, availability is a shared responsibility. We publish target availability for our hosted option in the order form.
Maintenance, versioning and deprecation.
Versioning
Semantic versioning on the package and the backend. Patch releases are backwards compatible, minor releases add capability, major releases are announced with an upgrade note.
Maintenance windows
Backend updates are deployed by you, on your schedule. We do not push changes into your environment.
Deprecation
Anything we remove gets at least 90 days notice by email, with a migration path documented before the clock starts.
Marketing Cloud changes
When Salesforce changes the Content Builder or REST API surface, we ship a compatible release and email licensed customers with the required action.
If a ticket stalls.
- 1. Reply on the ticket with "escalate" and the business impact. That moves it up a severity band for review.
- 2. If there is no movement within one covered business day, email escalations@genetrix.tech.
- 3. Enterprise customers can call their named contact directly using the number in the order form.
Response targets on this page apply to licensed customers and are superseded by the terms in a signed order form.
Support you can name in a procurement doc.
Ask us for the SLA in writing and we will send it before you sign anything.
