Los artículos de ayuda existen en alemán e inglés. Aquí los lees en inglés.
Usuarios, roles y tarifas
How do I reach support?
Through the chat on the website, by email to support@metrunio.com or in the portal under “Help”; anything our help centre covers, the chat answers immediately and names the articles. On plans from Pro, we get back to you by the next working day if your measurement fails, and answer all other questions in the order they arrive. On the free Start plan, the help centre and chat answer your questions, and a person answers security, data protection and legal questions.
Who do I turn to with a question, and how fast will I get an answer?
The chat sits at the bottom right of every page on the website. It answers from the same help centre you can search yourself, and writes under every answer which articles it came from. There is no answer without a source. In the portal, “Help” shows the email address and a link that opens the chat.
How fast we reply
- Questions the help centre covers are answered by the chat immediately, on every plan.
- On plans from Pro: if your measurement fails, we get back to you by the next working day. We answer all other questions in the order they arrive.
- On the free Start plan there is no fixed response time. The help centre and chat answer your questions; a person answers security, data protection and legal questions.
- If you report a vulnerability, we reply within three working days on every plan and name a timeline.
The terms commit to a response time only for the plans it is stated for, and to none on the free plan (§ 4 and § 9). It is stated here and in the table on the pricing page.
What the chat answers itself
Everything in the help centre. That includes questions about where to go: where do I find my invoice, how do I cancel, how do I conclude the DPA, what happens to my data after cancelling. If you ask several questions at once, it answers those covered by an article and hands the rest to a person.
What a person answers
On every plan: security reports and data protection incidents, requests about your own personal data and legal questions. On plans from Pro, everything in this list:
- Quotes, discounts and price negotiation.
- Legal interpretation, liability, requests from authorities.
- Complaints.
- Requests about your own personal data, such as access or erasure.
- Security reports and data protection incidents.
- Anything not covered by our help centre, even if the chat first found an article that then does not answer the question.
In those cases the reply says so explicitly and hands over to a person. You get an acknowledgement with a short reference; reply to that email and your message lands in the same case.
Note
The automation takes the recurring questions off our hands so there is time for the rest, not to keep you away from us. You can write “I would like to speak to a person” at any time or use the button below the field. Whatever you have already typed goes along. On the free plan, a person answers the security, data protection and legal questions among them.
Revisado por última vez el 17 oct 2026
También se pregunta
- Is there a live chat?
- Is that a bot answering?
- How fast does support reply?
- How long does a reply from support take?
- Is there a fixed response time?
- How do I report a vulnerability?
- Can I talk to a person?
- How do I reach support from the portal?
- What is the support email address?
- My measurement has stopped, who helps me?
- Is there support on the free plan?
- Does the response time apply to the free plan?
- Does a person answer on the Start plan?
Artículos relacionados
- Which roles exist and what may they do?
Who is allowed to do what in the portal?
There are three roles inside a tenant (Admin, Analysis and Read only) plus two platform-side roles. Every API route checks the permission server-side; hiding things in the interface is only the display of that.
- Can support see my data?
Who at Metrunio has access to my account?
Only while “Allow support access” is switched on in your settings; it is on by default. Support can then read and run diagnostics with a time-limited, justified grant, but cannot change data. If you switch it off, any running access ends immediately and no new one is possible.
- Setup: six phases, eleven steps
What do I have to do before the first data arrives?
The setup assistant takes you through six phases, from “Company & DPA” to “Check the first journey”; behind them are eleven steps, the same for every integration route. The second step is concluding the data processing agreement, without which nothing is measured. The assistant saves progress automatically and can be interrupted at any time; going live also needs access to the ad accounts, the connection to your consent tool and, depending on your company, internal approvals.
- What does Metrunio cost?
Which plans are there, and what happens if I go over?
Five plans, tiered by events per month: Start (free), Pro (€79), Growth (€249), Scale (€599) and Agency (€299 with two client accounts, €49 per further one, 250,000 events per client account); every four delivered impressions count as one event. Above the allowance, every started 10,000 events cost €3, and a plan never costs more than the next plan up would cost at the same volume.