Something stuck? Log it without leaving the app. A person on the Growomat care team picks it up, you watch every status change, and your plan guarantees resolution within a set number of business days.
Campaign stuck in “syncing” for hours
Campaigns & sync · normal severity
Support requests live next to your campaigns, not in an email thread. This is the lifecycle every request moves through.
STEP 1
Open a request in the app
Hit Support from the sidebar, describe the problem, pick a category. Your context attaches automatically.
STEP 2
A human triages it
Your request lands in the care queue with an ID and a severity. The SLA clock starts the moment you open it.
STEP 3
Track it like a campaign
Status changes and replies show up in your Support view and notification bell — no “just checking in” emails.
STEP 4
Resolved within your SLA
Your plan commits us to a resolution deadline in business days. A request that runs long is escalated — and you see that too.
Resolution SLAs are part of the plan itself — business days, counted from the moment you open the request.
Free Trial
5
business days
The same Growomat care team, always
Tracked requests with status & replies
Visible escalation if we run long
Advisor
2
business days
The same Growomat care team, always
Tracked requests with status & replies
Visible escalation if we run long
Manager
1
business day
The same Growomat care team, always
Tracked requests with status & replies
Visible escalation if we run long
Scale
1
business day
The same Growomat care team, always
Tracked requests with status & replies
Visible escalation if we run long
Our care team works a queue, not a mailbox — the same requests, statuses and deadlines you see on your side.
Every request has an ID, an owner and a deadline
Assigned at triage, visible to you from minute one.
The SLA clock is on your side
It starts when you open the request and only stops at “resolved”.
Running long? You see the escalation
Requests past their deadline are flagged and escalated — in your view too, not just ours.
That your request reaches “resolved” within your plan’s number of business days (Mon–Fri), counted from the moment you open it. Resolution means the issue is fixed or you have a concrete answer — not an auto-reply.
No. Requests are opened and tracked inside the app, next to your campaigns. If you can’t sign in, [email protected] reaches the same team.
It is automatically flagged and escalated, and the escalation is visible on your request. We treat a missed SLA as an incident on our side, not a footnote.
Same team, same process, same tracking — the only difference is the deadline your plan sets.
Start free — support included from day one, no card required.