Technical support form
Types of support tickets
To help you understand what to expect from support, we divide requests into five types. Four of them are free within your plan, and the fifth is charged as a separate piece of work.
Critical error
Marichka is not performing the main function on already connected channels, and this is affecting your customers right now.
Examples
- The bot isn't responding in any channel
- the previously connected channel has dropped connection
- the bot is giving blatantly false or irrelevant information
- managers cannot log into the app
- customer messages are not coming through
What are we doing
We respond according to the tariff SLA: first a workaround, then a fix.
Non-critical error
Something isn't working as it should, but the bot is responding and clients aren't suffering.
Examples
- Photo not displaying on product page
- the Telegram notification is not working
- The widget is rendering incorrectly in one of the browsers
- error in statistics
- setting is not saved
What are we doing
We are fixing them in chronological order or in the next release according to the tariff SLA.
Questions and settings
Everything is working, but we need to figure it out or configure it, in particular to connect a new channel or an integration from the existing list.
Examples
- how to connect Viber or Facebook
- how to change the bot's tone
- how to upload products
- how to set up lead routing to a manager
- what does the chat status mean
What are we doing
We respond and help according to the tariff SLA. On Lite, we provide instructions; with Standard, we do basic configuration for you.
Feature requests
An idea for a new feature that Marichka doesn't have yet and that is useful not just to you.
Examples
- chat transfer to department
- editing operator messages
- operator statistics
- search chats
What are we doing
We are putting this in the development plan and replying «yes or no» according to the tariff SLA. If we are taking it, the feature will appear for everyone in future releases, without guaranteed timelines.
Customisation for your business
Priority wish: what you need specifically and right now, without waiting for the general plan.
Examples
- features for your process that are not in the plan or are needed earlier
- custom integrations: CRM, warehouse, telephony, feeds
- custom scenarios, reports, exports
What are we doing
You describe the task using the specification template, and within one working day we return the estimate in hours, a plan, and deadlines. After approval, we carry it out with priority.
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