Standard Support

Merkl is built to be used on your own. Everything you need to plan, create, configure, and run your campaigns is in the documentation, and the platform is designed so any team can operate it fully self-serve, at standard cost, without needing us in the loop. Standard support is included for everyone on top of that.

The principle behind our support is simple, and it is the same one that decides what is included and what is not: we help you use the tools, we do not use them for you. We will explain how everything works, point you to the right place, and guide you through doing it yourself. When you would rather we do the work, that is what Professional Services and Managed Campaigns are for.

What standard support includes

Standard support is here to make you autonomous. It covers:

• Understanding how Merkl works. The mechanics, the concepts, and what each parameter does, so you can make your own decisions with confidence.
• Finding your way in the docs. Pointing you to the right section for whatever you are trying to do.
• Guidance on doing it yourself. Walking you through how to create, configure, and renew a campaign, or how to use a feature, so you can run it on your own.
• Working with our API and data. Explaining the endpoints and how to pull Merkl data into your own apps and systems.
• Bug reports. If something is not behaving as it should, we investigate and fix anything that is a problem on our side.
• Onboarding to your first campaigns. We support you through your onboarding. We run onboarding calls to walk you through the documentation and the resources you will use, and we help you get all the way to creating your first campaigns. We walk you through it so you can do it yourself. We do not build the campaigns or run the tests for you.

What we commit to on response times and platform availability is set out separately in our Service Level Objectives.

Where standard support ends

The line is not about how nicely you ask or how important the request is. It is about one thing: are we helping you use the tools, or are we doing the work for you.

The test is who produces the result. If you are asking us to explain something or show you how to do it yourself, that is standard support. If you are asking us to produce the result for you, to create the configuration, write the integration, or work hands-on on your strategy, that goes beyond standard support. It becomes Professional Services if you want to stay in control, or Managed Campaigns if you would rather hand it over.

Concretely, the following sit beyond standard support, because in each case we would be doing the work rather than helping you do it:

• Creating, configuring, testing, or renewing your campaigns for you.
• Working through your strategy and parameters with you, reviewing and pressure-testing the allocations and target APRs that you decide.
• Reviewing your specific setup and helping you refine it on an ongoing basis.
• Building integrations against your systems, or writing code for you.
• A dedicated point of contact, prioritized handling, or recurring scheduled time.

We are not rigid about this at the edges. A quick sanity check or a one-off question will never turn into a sales conversation. The distinction matters when the work is substantial, specific to your program, or recurring, because that is work the platform is designed for you to do yourself, and doing it for you is a service in its own right.

Fair use

Standard support is shared across all our clients and offered on a best-effort basis. It scales with the activity you generate on Merkl, so the more you do with us, the more support is included before anything else applies. In practice almost no one reaches that level by asking how the product works. It is reached by asking us to take on work that Merkl is built for you to do yourself, which is exactly what Professional Services and Managed Campaigns exist for.

When you want us to do more

• Professional Services. You stay self-serve and keep control of your own campaigns, and we back you up with a dedicated contact, priority support, and hands-on help reviewing, pressure-testing, and integrating.
• Managed Campaigns. You hand the program to us, and we architect, build, create, and renew your campaigns for you on a recurring basis.

In short: Merkl is yours to run. We support you through onboarding and help you to your first campaigns, and the docs and standard support are built to make you fully autonomous. We are here to help you use the tools well, and when you would rather we do the work, Professional Services and Managed Campaigns are there for exactly that.