Service Level Agreement

Scope of services

WBX Commerce provides multiple different service offerings to our customers. 

We provide a full-service managed services business wherein we analyze and operate marketing campaigns on behalf of our customers.  Each customer is paired with an account team and that team handles all aspects of the relationship from identifying client goals, helping to establish a budget, flighting campaigns, and identifying inventory and targeting opportunities to maximize the return on a customer’s advertising expenditures. The team also works to establish a reporting cadence that is inline with the customer’s business needs and expectations.

For brands and agencies that have in-house advertising teams we offer our DSP reseller program and our advanced tool WBX Glass® for industry leading insights, first-party data management and audience creation to facilitate advanced targeting on the DSP.

Service availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

Email support:   Monitored 9:00 A.M. to 5:00 P.M. ET Monday – Friday

Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day.

Telephone support: 9:00 A.M. to 5:00 P.M. ET Monday – Friday

Calls received out of office hours will be forwarded and best efforts will be made to answer / action the call, however there will be a backup answer phone service.

Service requests

Requests for service can be made in one of the following ways:

The preferred method for service requests is to utilize our service request system at https://www.wbxcommerce.com/support.  

The request system will guide you through the request process and all the relevant information needed to help troubleshoot any issues. This often mitigates the need for a series of exchanges with support to gather preliminary information.

An email option is available at resellersupport@wbxcommerce.com, this option may be a good choice if you are not able to use the service request system at the time of reporting. 

A telephone option is also available at (443) 963-2812. If all members of the support team are on the line you may leave a message for a return call. Calls are returned in the order that they are received.

Problem response times

WBX will respond to service-related incidents and/or requests submitted by the Customer within the following time frames: 

• Within 5 working days for issues classified as Low priority. 

Low priority is the most common type of request and is generally associated with non-critical errors. System latency, minor bugs and inconsistencies in data or reporting are associated with low priority requests.

• Within 2 working days for issues classified as Medium priority. 

A medium priority issue is defined as having low to moderate revenue or business impact and/or dramatically impeding workflow.

• 0-8 hours (during business hours) for issues classified as High priority. 

A high priority issue is defined as an event that is creating a serious revenue or business impact on a mission-critical system.

Support limitations

Many of our offerings are delivered through a 3rd party vendor. For those services we may be limited in our ability to troubleshoot or diagnose those systems and as such cannot provide levels of service around problem resolution times. We do make, at a minimum, commercially reasonable effort to resolve issues in a timely manner and we provide periodic an episodic updates as the status of issues changes.

Certain service requests will require escalation to a vendor’s support channels and/or vendor engagement in order to fulfill the service request. Those requests may be covered under a vendor’s SLA.

Client/User obligations

In order to facilitate a timely resolution to customer needs customers must provide our team with detailed information about the problem, when it first occurred, how it is impacting the customer and promptly reply to responses and questions from our team.

Data protection and confidential information

Customer is responsible for protection and maintenance of their first-party data. WBX Commerce provides a tool for loading customer data into vendor’s systems but is under no obligation to retain backup copies of customer data and any derivative work.