Support · Operator Care

Every ticket lands on a human who ships code.

No level-one gatekeeping. When your attribution looks off at 2am before a campaign goes live, the engineer who built the pipeline is the one who answers, not a chatbot, not a form, not a queue.

Tiers

Three paths. One guarantee.

Your plan determines the clock, not the quality. Every conversation is with an operator on the core team.

Community

Email

Included · Free
  • hello@dualasolutions.com · next business day
  • Async-friendly, timezone-aware
  • Public docs access
  • Weekly office-hours call for audit graduates
Email us
Most operators

Priority

Contact for pricing
  • Shared Slack channel with the team
  • P1 response under 2 hours, 8 to 22 TO time
  • Weekly health check + attribution drift alerts
  • Direct line to the engineer who built your integrations
Request Audit
Enterprise & multi-brand

SLA

Custom · Contracted
  • 24/7 oncall with 30-minute P1 page
  • Named account engineer + quarterly reviews
  • DPA, security questionnaire, BAA on file
  • Financial credits on missed uptime targets
Request Audit
System status
All systems normal
status.dualasolutions.com
Uptime · 90d
99.982%
Audit ingest + dashboard API
Median P1 page
18 min
Trailing 30 days
Tickets this week
14
Closed within SLA
Frequently asked

Ten minutes of answers.

Missing something? Email hello@dualasolutions.com and we'll add it.

Do I need to rip out my current loyalty or CDP?
No. We sit beside them, not on top. The audit inventories what's already in place, POS, loyalty, CDP, marketing automation, and plugs signals into the attribution engine. If something needs to be retired, we'll tell you, but we won't force a rewrite.
What's the difference between the Audit and the Products?
The Audit is a paid engagement that runs $5K to $25K CAD and produces a roadmap. The Products are an ongoing subscription that runs the attribution and redemption pipelines the audit defines. You can do the audit and walk away. About a third of audit clients don't move onto the products, and we still ship their roadmap.
Where is my data stored?
AWS ca-central-1 (Montreal & Toronto zones) by default. Enterprise contracts can pin residency to EU or US-East on request. Full subprocessor list at /security.
Who gets paged at 2am when something breaks?
Abdallah Abid (Founder) for any customer visible incident. On Enterprise SLA contracts you get a named engineer too.
Can I export my attribution data?
Always. One click for Parquet or CSV, or a stable Postgres read replica if you want to BYO analytics. Your data is never hostage to our dashboard.
Do you offer white-glove migration from a legacy attribution vendor?
Yes, included on Enterprise tier, flat-fee on Priority. We've migrated off Mixpanel, Amplitude, in-house BigQuery stacks, and the attribution cobwebs inside Shopify Plus.
What hours is Priority support live?
Shared Slack is monitored 08:00 to 22:00 Toronto time, Monday to Saturday. After hours gets picked up within the next morning's window. Enterprise SLA adds 24/7 oncall with a 30-minute page.