Interaction with support

Reason: Clarify the scope of services provided by our support team, focusing on technical assistance with API integrations and related tasks. Please note that the support team does not handle CRM configuration or setup; these aspects must be performed by the clients themselves.

1. Support Team Responsibilities

1.1 API Integration Setup:

   1.1.1 Assisting with the technical aspects of integrating third-party advertiser platforms via API.

   1.1.2 Providing support to ensure successful API connections.

   1.1.3 Troubleshooting API-related issues such as connection failures or authentication problems.

1.2 Resolving Technical Issues:

   1.2.1 Identifying and resolving technical issues related to CRM integrations.

   1.2.2 Investigating and fixing errors or performance issues within the client's CRM.

   1.2.3 Providing recommendations on the use of specific technical features or capabilities of the CRM.

1.3 Testing and Verification:

   1.3.1 Conducting tests to verify the functionality and performance of integrations upon client request.

   1.3.2 Providing support for end-to-end testing of integrated systems to ensure proper data transfer and processing.

1.4 Technical Documentation and Guidance:

   1.4.1 Providing technical documentation, guides, and best practices for working with the CRM and integrations.

   1.4.2 Answering technical questions about the CRM's capabilities and limitations.

2. Client Responsibilities

2.1 CRM Setup and Configuration:

Clients are responsible for the initial setup and ongoing configuration of their CRM systems. This includes creating workflows, managing user roles, and setting up dashboards. The support team does not provide CRM configuration services.

2.2 Self-Learning Resources:

Clients should refer to available documentation, user guides, and self-learning resources for instructions on general usage and CRM configuration.

2.3 Client Training via Video Presentation:

Clients may request unlimited meetings through Google Meet or a similar resource for training with screen-sharing demonstrations. Training hours must be scheduled in advance with support.

Note: Our support team is committed to ensuring your technical integrations operate smoothly, but CRM setup and configuration must be handled by your internal team. For assistance with non-technical integration issues or CRM configuration, please refer to our user guides or contact your account manager.

Vibero is not responsible for leads sent to an integration that is faulty due to technical changes on the broker's side if no notification was provided two days in advance, or to an integration undergoing technical maintenance.