What's the response time for Growth Care Plan?

Growth Care Plan carries a clear, two-tier response commitment so you always know what to expect.

• Standard response: 1 business day. For routine requests — a tracking question, a feed tweak, a recommendation to discuss, or a small fix within your included hours — we acknowledge and begin work within one business day.
• Active paid campaign tracking failure: within 8 business hours. When tracking breaks on a live paid campaign, every hour of broken data costs real money — budget keeps spending while your measurement is blind. These cases are escalated and handled within 8 business hours.

Why the faster tier matters

A broken GA4 tag, a misfiring conversion pixel or a feed disapproval during an active campaign doesn't just lose a day of reporting — it can quietly skew the platform's optimisation, mislead your bidding, and waste spend until it's caught. The 8-business-hour tier exists specifically for that scenario: the moments where measurement integrity is bleeding money and waiting a full day isn't acceptable.

These are response commitments — how quickly we engage and start work — not promises that every issue resolves instantly, since some fixes depend on third-party platforms (Google, Meta, GA4) and their own review timelines. The included 4 hours per month (cap 8h, no rollover) cover the hands-on remediation for small tracking and feed fixes. If your store also needs operational incident response, Complete Care Plan adds a 3-business-hour tier for storefront and checkout incidents and an optional 24/7 emergency add-on.