This policy sets out what support you get, how fast we aim to respond, and what we do and do not commit to on availability.
1. How to get support
Email info@coretas.ai, or use in-app chat if your plan includes it. Design partners and Enterprise customers also have a shared Slack channel.
Include your account email, what you were trying to do, what happened, and the advertising account involved. That gets you a real answer in the first reply rather than the third.
2. Response targets
These are targets, not contractual commitments, except where an order form or signed agreement says otherwise.
| Plan | Channel | First response target |
|---|---|---|
| Free trial | 2 business days | |
| Starter, including freelancers | 1 business day | |
| Agency | Email and in-app chat | 1 business day |
| Enterprise | Email, chat, shared Slack | 4 business hours |
| Design partners | Shared Slack, direct founder access | Same business day |
Business hours are 9:00 to 18:00 US Eastern, Monday to Friday, excluding US public holidays. We also have people working European hours, so European mornings are usually covered, though that is not a commitment. We may change our support hours, channels and response targets at any time and without prior notice.
A first response is an acknowledgement from a person who has read your message, not a resolution. Resolution time depends on the problem.
3. What support covers
- Help using the platform and its features.
- Help connecting and troubleshooting advertising platform connections.
- Investigation of bugs and unexpected behaviour.
- Billing and account questions.
- Interpretation of what a Coretas insight or report is telling you.
4. What support does not cover
- Managing your advertising accounts for you, or acting as your media buyer, unless you have bought a service engagement that says so.
- Advice on whether to make a specific commercial decision. We will explain what the data shows. The decision is yours.
- Problems inside Google Ads or Meta Ads that are not caused by Coretas. We will help you work out where the problem sits, then point you to the platform's support.
- Issues with your website, tracking implementation, tag manager, product feed or ecommerce platform, beyond what we can see from the advertising side.
- Custom development, custom integrations or custom reporting, outside an Enterprise engagement.
5. Availability
We work to keep Coretas available and we monitor it continuously. On self-serve plans we do not offer a contractual uptime commitment. A committed service level is available as part of an Enterprise agreement.
Availability can be affected by things outside our control, including a third-party advertising platform's API being slow, rate limited, degraded or unavailable, and by outages at our cloud or model providers. Where a feature depends on a third-party API, its availability depends on theirs.
If the platform is unavailable for more than 72 continuous hours in a billing period because of a fault on our side, the Refund Policy gives you a pro-rata refund or credit for that period.
6. Maintenance
We deploy changes frequently, and most deployments cause no interruption. Where planned maintenance requires downtime we give at least 48 hours' notice by in-app notice or email, and we schedule it outside US business hours where we can. Emergency maintenance to fix a security or stability problem may happen without notice.
7. Data reads and freshness
Coretas reads from your connected accounts on a schedule. Data in the platform therefore reflects the last successful read, not the current second, and can lag a platform's own interface. Advertising platforms also restate their own numbers after the fact, particularly conversions, so figures for recent days can change.
If a scheduled read fails we retry it. Persistent failures usually mean an authorisation problem on the connection, and we will tell you.
8. Feature requests and bugs
Send both to info@coretas.ai. We log every one. Design partner and Enterprise requests are weighted more heavily in roadmap decisions. We do not commit to delivery dates for requested features, and a feature discussed in support is not a contractual commitment.
9. End of support for a feature
If we retire a feature that customers are actively using, we give at least 30 days' notice and, where a replacement exists, a route to it.
Changes to this policy
We may update this policy at any time. Unless the law, or an agreement we have signed with you, requires otherwise, a change takes effect as soon as we post it here, without prior notice to you, and the version on this page is the version that applies. We recommend checking this page from time to time. Prior versions are available on request from info@coretas.ai.
Material changes to the Terms of Use themselves follow the notice process in section 19 of those Terms.