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      Intentwise Business SLA

      Read this article to learn about Data availability on Intentwise Platform, Analytics (Reporting) & Service Level Agreement (SLA)

      Chat Support: 

      • Monday – Friday: 1st response time will be within 5-10 mins

      • Saturday – Sunday: 1st response time will be within 4-6 hours

      Issue Resolution:

      • Critical issues will be resolved within 24 hours

      • High-priority issues will be resolved within 2-4 working days

      • Medium-priority issues will be resolved within 4-6 working days

      • Low-priority issues will be resolved within 6-8 working days

      Please note that issues originating with Amazon, Walmart, Instacart, etc. are outside our control. In those instances, we cannot adhere to the timelines mentioned above.

      New Feature Requests:

      Historical Data and Daily Sync Schedule

      The below chart identifies the subscription type (i.e. Amazon Advertising, Walmart, Intentwise Analytics), setup timeline, historical data captured, and daily sync schedule.

      Subscription Initial setup timeline Historic data Daily Sync Schedule Intentwise Analytics Cloud
      Amazon Advertising Within 24 hours after the request is raised Last 60 days' data EU/JP – 6 AM CET

      NA – 6:30 AM PST      		 Yes
      Amazon Seller Central Within 24 hours after the request is raised Last 13 months' data (Only Orders Reports) NA – 6:30 AM PST Yes
      Amazon Marketing Stream (AMS) Within 24 hours after the request is raised Current day data Hourly push from Amazon Yes
      Amazon Vendor Central Within 24 hours after the request is raised Last 13 months' data (Only Vendor Sales Diagnostics Reports) NA – 6:30 AM PST Yes
      Amazon Marketing Cloud Within 5 business days Last 7 days' data NA - Tuesday 8:00 AM PST Yes
      Amazon Content Analytics and Share of Voice Can be enabled at any point in time. However, once the Keywords and ASINs are set under Settings, it will run at the scheduled time and will be available within 3 hours after the run Current day data Depends on the User Settings Yes
      Amazon DSP Within 24 hours after the request is raised Last 30 days' data 3 AM PST Yes
      Amazon Attribution Within 24 hours after the request is raised Last 30 days' data 4:30 AM PST No
      Instacart Advertising Within 24 hours after the request is raised Last 60 days' data 5:30 AM PST No
      Criteo Advertising Within 24 hours after the request is raised Last 30 days' data 2:30 AM PST Yes
      Walmart Advertising Within 72 hours after the request is raised Last 60 days' data 10 AM PST Yes
      Intentwise Analytics Cloud - Looker Studio (Google Data Studio or GDS) Within 24 hours after enabling an account under Data Source Same as platform data 8:30 AM PST N/A
      Intentwise Analytics Cloud - Power BI Within 24 hours after enabling an account under Data Source Same as platform data 7:30 AM PST N/A
      Intentwise Analytics Cloud - Tableau Within 24 hours after enabling an account under Data Source Same as platform data 7:30 AM PST N/A

      Please note that this is our Business SLA. If you're an Enterprise client, click here for Enterprise SLA.