Troubleshooting

Technical Support: Contact and Help Channels

If you have followed the diagnosis steps in previous sections and the problem persists, it is time to contact our team. We have multi-channel support to address your operational and technical questions.

Ilustración que muestra tres canales de soporte: un icono de chat, un icono de email/ticket y un icono de figura humana (consultor PCA), con sus tiempos de respuesta respectivos.

1. Live Chat (Primary Support) 💬

Live chat is the fastest method to get help with urgent issues and operational platform questions.

  • Access: Click the Chat Bubble icon (usually in the bottom right corner of the MarkettAI interface).
  • Availability: Live support is available from Monday to Friday, 9:00 AM to 6:00 PM CET (Central European Time Zone).
  • Response Time: Our goal is a first response time of less than 5 minutes during business hours.

2. Ticket Submission (Secondary Support) 📧

Use the ticket system for complex, non-urgent issues, or to send bulky attached documentation.

  • How to Submit: Complete the contact form in the Help > Submit Ticket section or email `support@markettai.com`.
  • Key Information: To speed up the resolution, always include the Campaign ID, Date/Time of the Failure, and Screenshots showing the error.

3. Exclusive Support for PCA Clients (Personalized Consulting Assistant) 👑

Clients with a PCA Plan have direct and priority access to their assigned consultant. This includes direct communication (e.g., WhatsApp or Slack) and strategic support outside of general channels. Use these premium channels if your issue is strategic and not merely technical.