MMP RFP questions on support and onboarding

What is MMP support and onboarding?

MMP support and onboarding is the help a mobile measurement partner gives you to install its SDK, connect ad networks and fix attribution problems after launch, defined by its channels, response times and who does the work.

Onboarding: the setup period from contract to live attribution: SDK integration, test installs, ad network connections and the first postbacks to Meta and Google.

Response time: the time a vendor commits to before a first reply on a support request, often by plan and severity. A response time is not a fix time.

Which MMPs have the best support and quickest onboarding for small teams?

There is no neutral, published measure of support quality across MMPs, so the honest answer is to compare what each vendor commits to on the plan a small team can afford. In the sources this site checked, only Kochava and Linkrunner publish a response time that covers entry plans.

Small teams feel support gaps more than large ones: there is no in-house attribution specialist, and a broken postback can run for days before anyone notices. That makes three questions decisive:

• What channel do I get on my plan? Email-only and ticket queues differ from a shared Slack channel or a phone line.
• Who answers? A support desk, a customer success manager, or engineers who build the product.
• Is onboarding included, or billed? Some vendors include it, others sell it as professional services.

What each vendor publishes (A to Z)

From each vendor's pricing page, terms or docs, checked between 20 October and 5 November 2026. "Not published" means the pages checked did not say, not that the service is missing.

• Adjust: the free Base plan comes with English, email-only support. Paid-plan response times are not published.
• Airbridge: its pricing comparison lists a dedicated CSM and migration support (plan not stated) and an AI onboarding agent for SDK setup.
• AppMetrica: support channels and response times not published on the pages checked.
• AppsFlyer: the pricing table has a migration and onboarding support row; no fee and no response time stated.
• Branch: onboarding is part of professional services, billed on time and materials under an Order Form, per its services agreement.
• Kochava: Free and Foundation plans get ticket support with a 24-hour response; Enterprise gets a dedicated team with a 4-hour response.
• Linkrunner: support from the engineers who build the product, over email, call, WhatsApp and Slack in Indian business hours, with replies within one business day. Enterprise adds an SLA, priority support and hands-on onboarding.
• Singular: one-to-one onboarding with a solutions engineer, plus help comparing data when switching from another MMP.
• Tenjin: the pricing table has a data migration and onboarding support row; no fee and no response time stated.

Kochava's 4-hour Enterprise response is the fastest published figure here. For a small team on an entry plan, Kochava's 24 hours and Linkrunner's one business day are the two written commitments to compare; Linkrunner's hours are Indian business hours, which suits teams in Asia better than teams in the Americas.

How long does onboarding take?

Few vendors publish a setup time. Linkrunner states same day for most teams, fully live within a week. The rest of a go-live is set by Meta and Google rather than the MMP: Google's Smart Bidding runs a 7 to 14 day learning phase once new conversions become the bidding goal. Our sister site's MMP switch timeline breaks those steps down day by day.

The RFP questions to send

Ask every shortlisted vendor the same set, in writing, with a link to the page that confirms each answer:

1. Which support channels come with the plan you are quoting: email, ticket, chat, Slack, phone?
2. What first-response time do you commit to, by severity, and is it in the contract?
3. In which time zone and hours is support staffed?
4. Who handles onboarding: a support agent, a solutions engineer or a customer success manager?
5. Is onboarding included in the quoted price, or billed as professional services?
6. How long do teams of our size usually take from contract to first live postback to Meta and Google?
7. Do we get a named contact after onboarding, and from which plan?
8. How do you notify us of an outage or SDK issue that affects attribution?

These sit alongside the other areas in the MMP RFP template, and the support and region criteria mark each vendor on its team location and track record.

How should support weigh in the scorecard?

For a small team without an attribution specialist, give India or regional support a 2 and add the questions above to your RFP; for a large team with its own analysts, a 1 is often enough. Weigh it against the other needs in the step-by-step evaluation guide and let the scorecard do the arithmetic.

Linkrunner's Startup Program adds dedicated onboarding and 50k free installs for VC-backed teams; bootstrapped teams get the standard 25k free installs. Its honest limit for small teams outside Asia is the support hours.