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
Low-priority issues will be resolved within 4-6 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:
Users of the Intentwise platform can request new features through our roadmap tracking tool
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.