Frequently Asked Questions
Find answers to common questions about MadFish AI's enterprise e-commerce intelligence platform.
General Questions
MadFish AI is an enterprise-grade chat and business intelligence platform specifically designed for e-commerce companies. Our platform uses advanced AI to analyze your e-commerce data across sales, customers, products, promotions, email campaigns, SEO, and more to provide exceptional insights and intelligence.
The system features a conversational AI interface that has been trained and fine-tuned with your business data, allowing users to ask complex questions and receive accurate, contextual responses. Additionally, our proactive insight engine automatically identifies opportunities, risks, and trends without requiring human queries.
The platform is built on AWS infrastructure for security, scalability, and reliability, with a proprietary multi-model architecture that selects the optimal AI model for each query type.
MadFish AI differs from traditional analytics tools in several key ways:
- Natural Language Interface: Instead of navigating complex dashboards, users can simply ask questions in plain English and receive accurate answers.
- Comprehensive Data Integration: We connect and unify data from all your e-commerce systems into a single knowledge graph, providing a complete view of your business.
- Proactive Intelligence: Unlike reactive dashboards, our system proactively identifies opportunities, risks, and trends without requiring human queries.
- Multi-Model AI Architecture: Our proprietary technology uses multiple specialized AI models to optimize responses based on query type.
- Contextual Understanding: The system understands the relationships between different data points, allowing for more sophisticated analysis than simple metrics reporting.
- Continuous Learning: The platform gets smarter over time as it learns from your data patterns and user interactions.
While traditional analytics tools tell you what happened, MadFish AI tells you why it happened, what's likely to happen next, and what you should do about it.
MadFish AI is designed for mid-market to enterprise e-commerce businesses across various industries. Our platform is particularly valuable for:
- Multi-channel retailers with e-commerce revenue exceeding $5 million annually
- Direct-to-consumer (DTC) brands looking to optimize their customer acquisition and retention strategies
- Omnichannel businesses seeking to unify their online and offline data for comprehensive insights
- E-commerce businesses with complex product catalogs, multiple customer segments, or sophisticated marketing programs
- High-growth e-commerce companies that need scalable analytics as they expand
Our clients span various verticals including fashion & apparel, beauty & cosmetics, electronics, home goods, food & beverage, and luxury retail. The platform is valuable for any e-commerce operation seeking to transform their data into actionable intelligence that drives growth and profitability.
Most of our clients begin seeing measurable ROI within 60-90 days of implementation. The exact timeline depends on several factors:
- Implementation Speed: Standard implementations take 2-4 weeks, while more complex enterprise deployments may take 4-8 weeks.
- Data Quality & Availability: Businesses with clean, accessible data can see faster results than those requiring significant data preparation.
- Use Case Prioritization: Our team works with you to identify and prioritize high-impact use cases that can deliver quick wins.
- User Adoption: Companies that ensure strong user adoption across teams typically see faster ROI.
Our clients report several early ROI indicators:
- Immediate time savings for data analysis and reporting (typically 5-10 hours per week per analyst)
- Quick identification of revenue opportunities through customer segment analysis (usually within 30 days)
- Rapid optimization of marketing spend based on attribution insights (typically 45-60 days)
- Early detection of inventory issues before they impact sales (usually within 30 days)
On average, our enterprise clients achieve full payback within 4-6 months and report a 5.7x ROI within the first year.
Platform & Features
MadFish AI integrates with a wide range of e-commerce platforms, marketing tools, and business systems. Our platform supports over 50 pre-built integrations, including:
E-commerce Platforms
- Shopify & Shopify Plus
- Magento (Adobe Commerce)
- WooCommerce
- BigCommerce
- Salesforce Commerce Cloud
- commercetools
Marketing Platforms
- Google Analytics & Google Ads
- Facebook Ads & Instagram
- Klaviyo
- Mailchimp
- HubSpot
- Salesforce Marketing Cloud
Business Systems
- ERP systems (NetSuite, SAP, etc.)
- CRM platforms (Salesforce, Zoho, etc.)
- Inventory management (Brightpearl, Cin7, etc.)
- Customer service (Zendesk, Gorgias, etc.)
- Shipping & fulfillment (ShipStation, ShipBob, etc.)
Data Storage & Warehouses
- Amazon S3
- Google BigQuery
- Snowflake
- Redshift
- Azure SQL
- Custom data warehouses & data lakes
For enterprise clients, we also support custom integrations with proprietary systems and data sources. Our platform features a flexible data pipeline that can accommodate virtually any structured data source.
The AI chat functionality in MadFish AI is powered by our proprietary multi-model architecture that has been specifically designed for e-commerce analytics. Here's how it works:
- Data Integration & Knowledge Graph: First, we ingest and process data from all your connected systems, transforming it into a unified knowledge graph that represents the relationships between different entities in your business (products, customers, orders, campaigns, etc.).
- Query Understanding: When a user asks a question, our natural language processing system analyzes the query to understand intent, entities, and required data sources.
- Model Selection: Our orchestration layer determines which specialized AI model is best suited to answer the specific query type. For example:
- Pattern recognition queries are routed to models optimized for analytical thinking
- Explanatory queries go to models trained for clear communication
- Predictive questions are handled by forecasting-specialized models
- Data Retrieval & Analysis: The system then retrieves the relevant data from your knowledge graph and performs the necessary analysis to answer the question.
- Response Generation: Finally, the system generates a natural language response that directly answers the query, often accompanied by supporting visualizations or data tables when appropriate.
The AI maintains conversation context, allowing for follow-up questions and clarifications. For example, after asking about "top-selling products last month," you could simply ask "what about the month before?" and the system understands the reference.
Over time, the system learns from interactions to better understand common questions within your organization and improves its ability to provide relevant, actionable insights.
MadFish AI provides a wide range of insights and recommendations across key e-commerce business areas:
Sales & Revenue
- Revenue trend analysis with seasonal pattern detection
- Product performance insights with cannibalization detection
- Pricing optimization recommendations based on elasticity modeling
- Cross-sell and upsell opportunity identification
- Conversion funnel analysis with drop-off point recommendations
Customer Insights
- Customer segmentation with behavioral and value-based clustering
- Churn prediction with prevention recommendations
- Customer lifetime value modeling and growth strategies
- Purchase pattern analysis for personalization opportunities
- Net promoter score (NPS) and customer satisfaction analysis
Marketing Performance
- Multi-touch attribution modeling across channels
- Campaign performance analysis with ROI optimization
- Customer acquisition cost (CAC) reduction strategies
- Audience targeting recommendations
- Email campaign effectiveness and optimization
Inventory & Operations
- Inventory optimization with stockout prevention
- Demand forecasting with seasonal adjustments
- Shipping and fulfillment efficiency recommendations
- Return rate analysis with actionable insights
- Supply chain optimization opportunities
The platform delivers these insights through both the interactive chat interface and proactive notifications. Each insight is accompanied by supporting data, visualization when appropriate, and specific actionable recommendations.
Yes, MadFish AI is fully customizable to understand and use your specific business terminology, metrics, and KPIs. Our platform offers several levels of customization:
Business Glossary Customization
During implementation, we work with you to create a custom business glossary that maps your unique terminology to our system. This includes:
- Product category hierarchies and naming conventions
- Custom customer segments and personas
- Marketing channel definitions and attribution models
- Company-specific metrics and KPIs
- Internal business unit names and organizational structure
Custom Metrics & Calculations
The platform supports defining custom metrics and calculations specific to your business, such as:
- Proprietary profitability calculations
- Custom customer lifetime value models
- Industry-specific performance indicators
- Blended metrics that combine data from multiple sources
Adaptive Learning
Beyond initial setup, the AI continues to learn from user interactions:
- The system recognizes patterns in how your team phrases questions
- It learns which metrics and dimensions are most important to different user roles
- The AI adapts to evolving terminology as your business changes
Enterprise Customization
For Enterprise clients, we offer additional customization options:
- Custom AI model fine-tuning for your specific industry and business model
- Integration with proprietary data models and schemas
- Customized insight generation based on your strategic priorities
This deep customization ensures that the AI speaks your business language, making it intuitive for your team to use without having to translate their questions into generic analytics terminology.
Implementation & Onboarding
The implementation timeline for MadFish AI varies based on your business complexity, data sources, and customization requirements. Here's a general breakdown:
Standard Implementation: 2-4 Weeks
For businesses using common e-commerce platforms and marketing tools with standard data models.
- Week 1: Discovery, planning, and initial data source connections
- Week 2: Data validation, transformation, and knowledge graph creation
- Week 3: Business glossary setup, user account creation, and testing
- Week 4: User training, final adjustments, and go-live
Enterprise Implementation: 4-8 Weeks
For larger businesses with multiple data sources, custom data models, or complex security requirements.
- Weeks 1-2: Comprehensive discovery, architecture planning, and security setup
- Weeks 3-4: Data source integration, custom connector development if needed
- Weeks 5-6: Advanced data modeling, custom metric configuration, and AI training
- Weeks 7-8: User acceptance testing, role-based training, and phased rollout
Factors that can affect implementation timeline:
- Data quality: Clean, well-structured data accelerates implementation
- Integration complexity: Custom or legacy systems may require additional development
- Historical data volume: Large historical datasets require more processing time
- Custom requirements: Specialized features or integrations extend the timeline
- Stakeholder availability: Timely feedback and decisions from your team help maintain schedule
Our implementation team provides a detailed timeline during the initial planning phase, with clear milestones and deliverables. We also offer expedited implementation options for businesses with urgent needs.
A successful implementation requires collaboration between your team and ours. Here are the key resources you'll need to provide:
Team Members
- Project Sponsor (1-2 hours per week): An executive-level stakeholder who can make decisions, remove obstacles, and ensure organizational alignment
- Project Manager (3-5 hours per week): Your primary point of contact who coordinates internal resources and manages timelines
- Technical Lead (5-10 hours per week): Someone with knowledge of your data architecture who can provide access to data sources and validate connections
- Business Subject Matter Experts (2-4 hours per week): Team members who understand your business processes and can help define key metrics and terminology
Technical Resources
- API Access: Credentials and permissions for your e-commerce platform, marketing tools, and other data sources
- Data Documentation: Schema documentation, data dictionaries, or entity-relationship diagrams if available
- Network Access: Firewall configurations or VPN access if required for secure connections
- SSO Configuration: Support from your IT team if implementing single sign-on authentication
Business Context
- Organizational Structure: Information about departments, teams, and roles that will use the platform
- Business Terminology: Documentation of your company-specific metrics, KPIs, and terminology
- Current Reports: Examples of reports and dashboards your team currently uses
- Key Questions: A list of the most important business questions you want the platform to answer
Our implementation team provides detailed documentation of all required resources at the start of the project. We also offer a resource planning workshop to help you identify the right team members and prepare necessary technical resources.
MadFish AI can import and analyze historical data spanning multiple years, with the specific capacity depending on your plan tier:
| Plan | Standard Historical Data | Maximum Capacity |
|---|---|---|
| Growth | 1 year | Up to 3 years |
| Scale | 3 years | Up to 5 years |
| Enterprise | 5 years | Up to 7 years |
| Custom | Custom | Unlimited with custom data architecture |
Key considerations regarding historical data import:
Data Granularity
The platform maintains full granularity for recent data, with optional aggregation for older data:
- Recent data (0-2 years): Maintained at the highest granularity (transaction-level)
- Medium-term data (2-5 years): Option for daily or weekly aggregation to optimize performance
- Long-term data (5+ years): Typically aggregated monthly for trend analysis
Data Types
Different types of historical data have different retention priorities:
- Transaction data: Complete order history for the full period
- Customer data: Full customer profiles and interaction history
- Product data: Complete catalog history, including discontinued items
- Marketing data: Campaign performance metrics for the full period
- Web analytics: Often aggregated for periods beyond 2 years
For businesses with very large datasets or requirements beyond these parameters, we offer custom data architecture solutions that can accommodate virtually unlimited historical data while maintaining performance.
The platform also includes data archiving and retention policies that you can customize based on your business needs and compliance requirements.
We provide comprehensive training tailored to different user roles within your organization. Our training program is designed to ensure all users can extract maximum value from the platform regardless of their technical background.
Standard Training Package
All plans include our standard training package:
Platform Overview Workshop
90-minute session for all users covering platform navigation, basic features, and use cases
AI Chat Training
60-minute session on effective query formulation, context management, and response interpretation
Analytics Training
60-minute session on dashboard customization, saved queries, and report generation
Admin Training
90-minute session for administrators on user management, permissions, and system configuration
Role-Based Training Sessions
Scale and Enterprise plans include additional role-specific training:
- Executive Training: 60-minute session focused on strategic insights and high-level analysis
- Marketing Team Training: 90-minute deep dive on marketing analytics and campaign optimization
- Merchandising Team Training: 90-minute session on product performance, pricing, and inventory insights
- Customer Service Training: 60-minute session on customer insights and service optimization
Advanced Training Options
Enterprise and Custom plans include these additional training resources:
- Custom Playbook Development: Creation of business-specific query guides and use cases
- Advanced Analytics Workshop: In-depth training on complex analytics techniques and custom metrics
- Power User Certification: Comprehensive training for designated power users who will support others
- Quarterly Refresher Sessions: Regular updates on new features and advanced techniques
Ongoing Education
All customers receive access to our learning resources:
- Knowledge Base: Comprehensive documentation, tutorials, and best practices
- Video Library: On-demand training videos for self-paced learning
- Monthly Webinars: Regular sessions covering new features and advanced techniques
- User Community: Forum for sharing best practices and asking questions
Our Customer Success team continuously monitors platform usage and may recommend additional training based on adoption metrics and user behavior.
Security & Compliance
MadFish AI employs a comprehensive, enterprise-grade security framework to protect your data at every level:
Infrastructure Security
- AWS Enterprise Architecture: Built on AWS's most secure infrastructure with redundancy across multiple availability zones
- Network Security: Multi-layered firewalls, intrusion detection, and prevention systems
- DDoS Protection: Advanced distributed denial-of-service attack mitigation
- Physical Security: SOC 2 Type II certified data centers with 24/7 monitoring and biometric access controls
Data Security
- Encryption at Rest: AES-256 encryption for all stored data
- Encryption in Transit: TLS 1.3 encryption for all data in motion
- Data Isolation: Multi-tenant architecture with strict client data separation
- Data Minimization: Only processing data necessary for providing services
- Secure Key Management: AWS KMS for encryption key management
Access Controls
- Role-Based Access Control (RBAC): Granular permissions based on user roles
- Multi-Factor Authentication: Required for all administrative access
- Single Sign-On (SSO): Support for SAML 2.0-based identity providers
- Session Management: Automatic timeouts and device tracking
- Least Privilege Principle: Access limited to only what's necessary for job functions
Operational Security
- Security Monitoring: 24/7 monitoring with automated threat detection
- Vulnerability Management: Regular scanning and patching
- Penetration Testing: Quarterly tests by independent security firms
- Security Incident Response: Documented procedures with defined SLAs
- Employee Security: Background checks, security training, and access reviews
Compliance Certifications
- SOC 2 Type II: Audited for security, availability, and confidentiality
- GDPR Compliance: Fully compliant with EU data protection regulations
- CCPA Compliance: Adherence to California Consumer Privacy Act
- ISO 27001: Certified information security management system
- PCI DSS: Compliant handling of payment card information
Enterprise clients receive additional security options including dedicated infrastructure, custom security configurations, and private cloud deployment options.
We provide detailed security documentation and can participate in your security review process. For more information, you can request our complete Security Whitepaper.
MadFish AI maintains a comprehensive compliance program to meet the highest industry standards and regulatory requirements:
SOC 2 Type II
Audited annually for Security, Availability, and Confidentiality Trust Service Principles by an independent CPA firm
GDPR
Full compliance with the EU General Data Protection Regulation, including data minimization, processing records, and data subject rights
CCPA/CPRA
Compliance with California Consumer Privacy Act and California Privacy Rights Act requirements
ISO 27001
Certified information security management system meeting international standards
PCI DSS
Compliant with Payment Card Industry Data Security Standard for handling payment information
CSA STAR
Cloud Security Alliance Security, Trust & Assurance Registry certified
Additional Compliance Frameworks
We also maintain compliance with these additional standards:
- HIPAA: For customers in healthcare who require protection of health information
- FERPA: For educational institutions that use our platform
- COPPA: For organizations that serve children under 13
- PIPEDA: For Canadian data protection requirements
- LGPD: For Brazilian data protection requirements
Compliance Documentation
We provide comprehensive documentation to support your compliance needs:
- Compliance Certifications: Available upon request under NDA
- Data Processing Agreements (DPAs): Standard and custom templates available
- Vendor Assessment Responses: Completed questionnaires for major frameworks
- Annual Penetration Test Reports: Executive summaries available to clients
- Privacy Impact Assessments: Documentation of privacy controls and practices
Continuous Compliance
Our compliance program includes:
- Regular internal and external audits
- Continuous monitoring for regulatory changes
- Regular employee training on compliance requirements
- Compliance-by-design approach in product development
For detailed information about our compliance program or to request specific compliance documentation, please contact our security team at security@madfish.ai.
MadFish AI implements rigorous data isolation at multiple levels to ensure complete separation between customer environments:
Multi-Tenant Architecture with Logical Isolation
Our standard architecture employs secure multi-tenancy with comprehensive logical isolation:
- Tenant ID Enforcement: All data access is strictly controlled by tenant identifiers embedded in every database query
- Database Schema Isolation: Separate database schemas for each customer's data
- Query Validation: All database queries are validated to ensure they contain appropriate tenant filtering
- Context-Aware Processing: All data processing jobs maintain strict tenant context separation
- Token-Based Access: Authentication tokens contain tenant information that's cryptographically verified
Data Storage Isolation
Customer data is isolated throughout the storage layer:
- Encrypted Storage: All data is encrypted with tenant-specific encryption keys
- Segregated Object Storage: Customer-specific S3 buckets with separate access policies
- Dedicated Database Instances: For Enterprise customers requiring additional isolation
- Data Backups: Separate, encrypted backups for each customer's data
Compute Isolation
Processing resources maintain strict separation:
- Containerized Services: Microservices architecture with isolated containers
- Resource Limits: Strict CPU and memory limits to prevent noisy neighbor issues
- Process Isolation: AI model execution in isolated environments
- Dedicated Resources: For Enterprise clients, dedicated processing clusters
Network Isolation
- Virtual Private Clouds: Separate VPCs for production environments
- Network Segmentation: Micro-segmentation with strict access controls
- API Gateway Isolation: Request routing with tenant context validation
- Traffic Monitoring: Continuous monitoring for unauthorized cross-tenant access attempts
Enterprise Deployment Options
For customers with the highest isolation requirements, we offer:
- Single-Tenant Deployments: Completely dedicated infrastructure for your organization
- Private Cloud: Deployment within your own cloud environment (AWS, Azure, GCP)
- On-Premises Deployment: For organizations that require data to remain within their physical infrastructure
- Hybrid Deployment: Core processing on-premises with selected components in secure cloud
Regular Testing & Validation
Our isolation controls undergo rigorous testing:
- Quarterly penetration testing focused on tenant isolation
- Automated security scanning of all code changes
- Regular data access audits to verify isolation effectiveness
- Third-party security assessments of our multi-tenant architecture
These comprehensive isolation measures ensure that your data remains completely separate and secure from other customers, preventing any possibility of data leakage or unauthorized access between tenants.
Yes, MadFish AI offers comprehensive data residency options to help international businesses meet their regulatory requirements and data sovereignty needs:
Regional Data Centers
We maintain dedicated regional data centers to support data residency requirements:
North America
US East (Virginia)
US West (Oregon)
Canada (Montreal)
Europe
EU (Ireland)
EU (Frankfurt)
UK (London)
Asia Pacific
Singapore
Australia (Sydney)
Japan (Tokyo)
Data Residency Guarantees
For each regional deployment, we provide the following guarantees:
- Data Storage: All your data is stored exclusively within your selected region
- Data Processing: All processing occurs within the same regional boundaries
- Backup Storage: Backups are maintained within the same region
- Technical Support: Option for region-specific support personnel
Residency Certifications & Documentation
We provide documentation to support compliance requirements:
- Data Flow Maps: Detailed documentation of how data moves within regional boundaries
- Regional Certifications: Compliance certifications specific to regional requirements
- Data Residency Addendums: Legal agreements guaranteeing data location
- Audit Reports: Independent verification of residency controls
Advanced Options for Enterprise Clients
- Multi-Region Deployment: Ability to serve different user groups from different regional deployments while maintaining central management
- Local Data Mirroring: Region-specific replicas with data synchronization for high availability
- Custom Region Deployment: For regions not listed above, we can establish new regional deployments to meet specific requirements
- Hybrid Cloud Options: Combination of cloud and on-premises deployment to meet specific residency needs
Region-Specific Compliance
We maintain compliance with region-specific regulations including:
- EU: GDPR, German BDSG, French Data Protection Act
- UK: UK GDPR, Data Protection Act 2018
- Canada: PIPEDA and provincial privacy laws
- Australia: Privacy Act and Australian Privacy Principles
- Brazil: LGPD (Lei Geral de Proteção de Dados)
- Singapore: PDPA (Personal Data Protection Act)
During implementation, our team works with you to determine the optimal data residency configuration based on your user base, regulatory requirements, and performance considerations.
Pricing & Billing
MadFish AI's pricing is structured to align with the value we deliver to your business. Our enterprise-grade platform is available in several tiers to accommodate different business sizes and needs:
Scale
For established e-commerce businesses with revenue between $5M-$25M
View DetailsCustom
Tailored solutions for complex enterprises with specialized requirements
Contact SalesWhat's Included in Each Plan
All plans include core platform functionality with different capacity and feature sets:
- User Accounts: From 10 users (Growth) to unlimited users (Enterprise+)
- Data Sources: From 5 integrations (Growth) to unlimited (Enterprise+)
- Historical Data: From 1 year (Growth) to 5+ years (Enterprise+)
- AI Models: From standard models to custom-trained models
- Support Level: From standard support to dedicated support
Additional Considerations
- Annual Discount: 20% discount on all plans with annual billing
- Implementation Fees: One-time implementation fee based on complexity and data volume
- Add-ons: Optional modules and capabilities available for specific use cases
- Enterprise Customization: Custom pricing for dedicated infrastructure or specialized requirements
For detailed pricing information, including feature breakdowns and implementation costs, please visit our Pricing Page or contact our sales team for a personalized quote.
We believe in transparent pricing with no hidden costs. Here's a comprehensive overview of our fee structure:
Standard Included Costs
Your monthly or annual subscription includes:
- Platform Access: All core features available in your plan tier
- Standard Data Processing: Processing within the limits specified in your plan
- Standard Storage: Data storage within plan limits
- Updates & Maintenance: Regular platform updates and infrastructure maintenance
- Standard Support: Support services as defined in your plan
One-Time Implementation Fee
This is quoted upfront based on implementation complexity and includes:
- Initial Setup: Platform configuration and customization
- Data Integration: Connection to your standard data sources
- Historical Data Import: Loading and processing your historical data
- User Setup: Creation and configuration of user accounts
- Standard Training: Initial training sessions for your team
Potential Additional Costs (Always Quoted in Advance)
These are optional services that may be required for specific use cases:
Custom Integrations
Development of connectors for non-standard data sources or proprietary systems
Custom AI Model Training
Development of specialized AI models for unique business requirements
Dedicated Infrastructure
For clients requiring single-tenant deployments or specialized hardware
Advanced Training
Additional training sessions beyond what's included in your plan
Excess Data Storage
Storage requirements significantly beyond plan limits
Custom Development
Development of custom features or functionality specific to your business
Our Commitment to Transparency
- Clear Quotes: All costs are clearly outlined before any work begins
- No Surprise Billing: We don't charge for services without prior approval
- Regular Usage Reports: Monitoring tools show your current usage and limits
- Proactive Notifications: Alerts if you're approaching usage limits
- Scalable Options: Clear pathways to scale your plan as needed
If you have specific questions about costs for your implementation, our sales team can provide a detailed quote tailored to your business requirements.
Rather than a traditional free trial, we offer several options to help you evaluate MadFish AI before making a commitment:
Personalized Demo Environment
For all prospective clients, we provide a personalized demo environment that showcases the platform using sample data relevant to your industry. This includes:
- Interactive demonstration of the AI chat interface
- Exploration of analytics dashboards and insights
- Demonstration of integration capabilities
- Q&A session with our product specialists
To arrange a demo, discuss a pilot program, or request an ROI assessment, please contact our sales team.
MadFish AI offers flexible payment options to accommodate different business requirements:
Standard Payment Methods
Credit Card Payments
We accept all major credit cards:
- Visa
- Mastercard
- American Express
- Discover
Credit card payments are processed through our secure payment gateway with PCI DSS compliance. You can manage your payment information through your account dashboard.
ACH and Wire Transfers
For businesses preferring direct bank transfers:
- ACH transfers are available for US-based customers
- International wire transfers are supported for global customers
- Banking details are provided upon request
- Invoice references must be included with all transfers
Enterprise Billing Options
For Enterprise and Custom plans, we offer additional payment flexibility:
- Net 30 Terms: Available for qualified enterprise customers
- Custom Payment Schedules: Quarterly or custom billing cycles
- Purchase Order Systems: Integration with your procurement processes
- Multi-Year Contracts: With specialized payment terms
International Payments
For our global customers:
- Support for payments in USD, EUR, GBP, and other major currencies
- International wire transfers with local banking partners
- Regional billing entities for EU, UK, APAC, and other regions
- Compliance with local tax requirements
Billing Frequency
- Monthly Billing: Standard option with payments processed at the beginning of each billing cycle
- Annual Billing: Available with a 20% discount compared to monthly billing
- Custom Billing Cycles: Available for Enterprise customers
For specific questions about payment options or to discuss custom billing arrangements, please contact our finance team at billing@madfish.ai.
Support & Resources
MadFish AI provides comprehensive support options tailored to each plan level, ensuring you get the assistance you need:
Growth Plan Support
- Email Support (24-hour response time)
- Knowledge Base Access
- Documentation & Tutorials
- Community Forum Access
- Monthly Group Q&A Sessions
Support Hours: Monday-Friday, 9AM-5PM ET
Scale Plan Support
- Email Support (8-hour response time)
- Live Chat Support
- Phone Support
- Named Support Contacts
- Quarterly Business Reviews
- Monthly Training Webinars
Support Hours: Monday-Friday, 8AM-8PM ET
Enterprise Plan Support
- Dedicated Customer Success Manager
- Priority Email Support (4-hour response time)
- 24/7 Phone Support for Critical Issues
- Implementation Support
- Custom Training Sessions
- Monthly Performance Reviews
- Strategic Advisory Services
Support Hours: 24/5 for standard issues, 24/7 for critical issues
Self-Service Resources
All customers have access to our comprehensive self-service resources:
- Knowledge Base: Extensive articles, tutorials, and troubleshooting guides
- Video Library: Step-by-step video tutorials for common tasks
- Documentation: Detailed product documentation and API references
- Community Forum: Connect with other users and share best practices
- Webinars: Regular webinars on product features and best practices
Implementation Support
During implementation, all customers receive enhanced support:
- Implementation Manager: Dedicated point of contact for the implementation process
- Technical Engineers: Specialists to assist with data integration and configuration
- Training Sessions: Customized training for administrators and end users
- Implementation Checkpoints: Regular meetings to ensure successful deployment
For specific support needs or questions about support options, please contact our support team at support@madfish.ai.
Yes, we offer comprehensive ongoing training options to ensure your team continues to maximize the value of MadFish AI long after implementation:
Standard Ongoing Training
All customers receive access to these ongoing training resources:
- MadFish Academy: Our online learning platform with self-paced courses
- Monthly Webinars: Regular sessions covering new features and advanced techniques
- Knowledge Base: Continuously updated articles and tutorials
- Feature Update Training: Walkthroughs of new functionality as it's released
- Quarterly Office Hours: Open Q&A sessions with product specialists
Plan-Specific Training Benefits
Growth Plan
- Monthly group training webinars
- Two seats in MadFish Academy courses
- Access to quarterly new user training sessions
Scale Plan
- Quarterly refresher training sessions
- Five seats in MadFish Academy courses
- Monthly power user workshops
- Two customized training sessions annually
Enterprise Plan
- Unlimited access to MadFish Academy courses
- Quarterly role-based training workshops
- Unlimited custom training sessions
- Train-the-trainer program for internal champions
- Executive briefing sessions for leadership
Additional Training Options
We offer these specialized training services for an additional fee:
- Onsite Training Days: In-person training at your location
- Custom Training Development: Training materials tailored to your specific use cases
- Advanced Analytics Training: Deep dive into complex analytical techniques
- Integration Workshops: How to integrate MadFish AI with your broader tech stack
- Department-Specific Training: Specialized training for marketing, merchandising, or executive teams
Continuous Learning Approach
Our training program follows a continuous learning approach:
- Initial Training: Comprehensive training during implementation
- Reinforcement: Follow-up sessions to reinforce key concepts
- Advanced Topics: Progressive introduction of advanced features
- Best Practices: Sharing of evolving best practices and success stories
- Customization: Tailoring to your evolving business needs
Your Customer Success Manager regularly reviews usage patterns and may recommend specific training to address gaps or maximize value. You can also request custom training sessions based on your team's needs at any time.
MadFish AI is built on enterprise-grade infrastructure and offers strong uptime guarantees backed by service level agreements (SLAs) that vary by plan:
How We Measure Uptime
Our uptime metrics are calculated based on:
- Service Availability: The ability to access the platform and perform core functions
- Measurement Period: Calendar month, measured 24/7/365
- Monitoring System: Independent third-party monitoring from multiple global locations
- Transparency: Real-time status dashboard at status.madfish.ai
Exclusions from SLA Calculations
The following are not counted against our uptime guarantees:
- Scheduled maintenance windows (announced at least 48 hours in advance)
- Emergency security patches (limited to critical vulnerabilities)
- Issues with third-party services or APIs outside our control
- Network issues between your location and our servers
- Force majeure events
Our High-Availability Architecture
To maintain our uptime guarantees, we've implemented:
- Multi-Region Redundancy: Active-active deployment across multiple AWS regions
- Automated Failover: Instant switching to backup systems
- Load Balancing: Distributed traffic across multiple servers
- Auto-Scaling: Dynamic resource allocation based on demand
- Continuous Monitoring: 24/7 monitoring with automated alerts
Maintenance Windows
To minimize disruption, our standard maintenance windows are:
- Primary: Sundays, 2:00 AM - 6:00 AM ET
- Secondary: Wednesdays, 11:00 PM - 2:00 AM ET
Most maintenance is performed with zero downtime using rolling updates across our infrastructure. For Enterprise and Custom plans, we can schedule maintenance during your specific low-usage periods.
Incident Communication
In the event of an outage or performance issue:
- Initial notification within 15 minutes of confirmed incident
- Status updates at least every 30 minutes during the incident
- Detailed post-incident report within 48 hours
- Notification via email, SMS, and status page
Complete SLA terms are provided in your service agreement. For specific questions about our uptime guarantees, please contact your account representative.
MadFish AI follows a structured, predictable release schedule to deliver continuous improvements while maintaining stability:
Release Cadence
Minor Updates
Small enhancements, bug fixes, UI improvements, and performance optimizations
Feature Releases
New features, significant enhancements, and expanded capabilities
Major Releases
Substantial platform upgrades, architectural improvements, and major new capabilities
Transparent Release Process
We maintain a transparent release process:
- Release Notes: Detailed documentation for all changes
- Early Access Program: Preview of upcoming features for interested customers
- Public Roadmap: Visibility into upcoming developments
- Release Webinars: Live demonstrations of major new features
- Changelog: Complete history of all platform changes
Customer-Driven Development
Our development priorities are heavily influenced by customer feedback:
- Feature Request Portal: Submit and vote on feature ideas
- Customer Advisory Board: Regular input from selected customers
- Usage Analytics: Data-driven identification of improvement areas
- Quarterly Surveys: Structured collection of customer priorities
- Beta Testing Program: Early testing of new capabilities
Recent Major Enhancements
Examples of significant capabilities added in recent releases:
- Multi-Model AI Architecture (Q2 2024): Dynamic routing to specialized AI models based on query type
- Proactive Insight Engine (Q1 2024): Automatic identification of business opportunities
- Advanced Data Visualization (Q4 2023): Interactive, customizable visualization capabilities
- Custom AI Training (Q3 2023): Fine-tuning capabilities for industry-specific terminology
- Multi-Language Support (Q3 2023): Expansion to support 12 languages
Upcoming Development Focus
Key areas of ongoing development include:
- Expanded Integration Ecosystem: Additional pre-built connectors
- Advanced Predictive Analytics: Enhanced forecasting capabilities
- Mobile Experience: Dedicated mobile applications
- Collaborative Features: Enhanced team workflow capabilities
- API Expansion: Additional endpoints for developers
You can stay updated on our latest releases through:
- Monthly product update emails
- The in-app notification center
- Our public changelog at madfish.ai/changelog
- Your Customer Success Manager's regular updates
Didn't Find Your Answer?
Our team is ready to help with any questions you have about MadFish AI.