What are Repli's SLAs?

Repli is committed to providing fast, efficient support to our customers. This article outlines how we categorize and manage support requests to ensure timely resolution and a seamless customer experience.

Website & Development SLAs

Amenities Change: 2 business days
Careers Page: 2 business days
Community Map/POIs: 4 business days
Gallery/Images: 2 business days
Information Change (hours, address, pet info): 2 business days
Popup/Banner: 2 business days
Social Media: 2 business days
Button Issues: 2 business days
Community Rebranding: 4 business days*
Contact Form: 2 business days
Design/Template Change: 4 business days
Domain/URL Issue: 2 business days
Feature Request: 5 business days*
Floor Plans Pricing & Availability: 5 business days (Urgent: 2 business days)
Lead/Tracking Updates: 2 business days
Mobile Issue: 3 business days
Phone Number Issue: 2 business days
Tour Scheduler: 4 business days
Tracking/Reporting: 2 business days
Verbiage Change: 2 business days
Virtual Tours: 2 business days
Website Builds/Spin Ups: 5 business days
Website Outage: 1 business day
3rd Party Integrations: 5 business days

Paid Media Advertising SLAs

Account Review/Strategy Recommendations: 3 business days
Additional Campaigns: 3 business days
Budget Inquires/Confirmation: 2 business days
Budget Recommendations: 3 business days
Budget Updates: 2 business days
Error with Assets/Copy: 1 business day
Facebook or Instagram Page Issues: 2 business days *may depend on FB/IG
Google Ads Report: 2 business days
Keyword/Ad Group Additions: 3 business days
Lead Discrepancies: 3 business days
Lead Volume Decrease: 3 business days
Monthly Stats Report/Reporting Issues: 2 business days
New or Updated Assets/Copy: 2 business days
Rebrand: 3 business days
Social Preview Links: 2 business days
Tracking Information Change: 2 business days
Unqualified leads: 3 business days

Organic Media SLAs

Address Change - Local Listing Address Adjustment: 1 month
CallRail - Phone Number Switching: 3-5 business days
Focus Properties - Monthly or Quarterly: 3-5 business days
GA4 Access - Granting Access: 3-5 business days
Google Index - Issues or Remove Page Index: 1 month
GTM Script - Add Code or Grant Access: 3-5 business days
Map Drop Pin - Local Map Location: 1 month
Monthly/Quarterly Reporting Notes or Action Items: 3-5 business days
MultiHub Dashboard - Data Connectors: 3-5 business days
Organic Social - Request or Feedback: 3-5 business days
Photo/Video Update: 3-5 business days
Rebrand - Branded Name & Content: 2 business days
Reputation - Connection Error: 14 business days
Reputation - User Access: 14 business days
SEO Questions - Website Performance: 3-5 business days
Social Media - Request or Feedback: 3-5 business days
Tracking Number - Website/Reputation/CallRail Update: 3-5 business days
Turnkey Theme - Template Review: 3-5 business days
UTM for Different Sources: 3-5 business days
Thumbnail Images - Website Update: 1 month

Accounting SLAs

SEM Budget Changes: 2 business days
Billing Inquiry: 3 business days
Invoice Requests: 2 business days
Addition of Services: Based on contract
Tax Related Requests: 3 business days
Past Due Billing: 3 business days
Pausing of Services: 2 business days

Note: Requests submitted after 4 pm on Friday are not guaranteed to be picked up until the next business day.

Of course, we do everything we can to complete any support tickets or requests as soon as possible. If for some reason your ticket cannot be resolved within the timelines above, a member of our team will reach out to you and will keep you updated every step of the way.

Have additional questions about our SLAs?

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Call us! Feel free to call us any time📱: 1 (678) 712-5300