What kind of support do you provide?

What kind of support do you provide?

Our Support Policy

Our support includes only email support for bugs fixes or system/platform related errors (not user usage related errors).

We do not assist in setting up or configuring the crawlers or integrating the APIs. We also do not assist with understanding how scraping or APIs work or interpreting the data you scrape or analyze or clean or format it beyond what we already provide. Such activities are not included in our support.

Our Marketplace is a self-service platform (ie the users use the platform and we cannot do the work for them) and there is some basic technical knowledge required to use these crawlers and APIs. 
We make the crawlers and APIs easy to use as much as possible and provide a significant amount of instructions to use them. However, we understand that basic knowledge around the use of computers, data, crawlers, scraping, websites, URLs, options, filters, pagination, records, pages, schedules etc may vary significantly from user to user.
If you do not understand or feel comfortable with the self-service options, the self-service marketplace is not a good fit for you. Instead, you should look into our full-service options where we do all this for you.

Support Hours

We provide support during weekdays and normal work hours only. We do not provide 24x7x365 support for our self-service options or APIs unless explicitly stated in a separate dedicated support contract between our organizations.

Regular Support

For all plans that are below $100 a month, we provide limited support ONLY for bug fixes and system/platform related errors. 

Priority Support

For plans that are above $100 a month, we provide support with advanced usage and priority handling of system/platform related errors or bug fixes.

Dedicated Support

If you require dedicated support for continuous and business critical operations, our Regular or Priority options may not suffice. Please contact us to  discuss options available at various price points based on the level and timing (24x7x365 or 8x5x5) of the support you require. Dedicated support is not included in our regular plans or APIs.

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