One of our core values is to help you and your team do your life's best work. 💙
That's why we want to make it as easy as possible for you to keep driving your work forward with data.
Atlan's customer support is a combination of several teams in Atlan:
- Product support personnel
- Cloud support personnel
- DevOps/engineering support personnel
- Vast repository of self-service resources
Service-level commitment
Atlan's Customer Happiness team provides support globally with high response commitment levels. This includes 24/7 SRE support for critical (P0) issues. Customers get a service-level commitment, including the following:
- 99.5% uptime for Atlan
- Dedicated support center, accessible from within the Atlan product
- Commitments for aggressive response times for business critical issues
- Designated Customer Success Manager to assist with escalations
Ways to contact us
- ✉️ Email us at a dedicated customer support email account (ask@atlan.com)
- 👨💻 In-product support widget to log tickets and a help-desk portal (https://ask.atlan.com/hc/en-us/requests/new) to log and track tickets:
- You can sign up to track support tickets on the help-desk portal. You must use your organizational email address as the username and create a password.
- Once you've logged into the portal, you will only be able to view the support tickets you created or were copied on. To access all other support tickets for your organization, please reach out to your customer success manager.
Hours of operation
24x7 availability for all requests and issues
Severity levels
The Atlan Customer Happiness team determines the severity of an issue. We consider the customer's position and follow these guidelines to determine priority. Below are the response time SLAs:
| Severity | Description | Basic support | Advanced support |
|---|---|---|---|
| S0 | Production software is unavailable; all customers are blocked and productivity halted | 2 hours | 1 hour |
| S1 | Production software is available; functionality or performance is severely impaired | 4 hours | 2 hours |
| S2 | Production software is available and usable with partial, noncritical loss of functionality. Or, production software has an occasional issue that customer would like to be identified and resolved. Also includes requests for help with administrative tasks | 16 hours | 4 hours |
| S3 | Cosmetic issues or request for general information about the software, documentation, processes, or procedures | 24 hours | 14 hours |
Escalation procedure
If the business impact of a support request changes or a ticket is not being handled according to your expectations, you may escalate the ticket.
Please first speak with the Happiness representative assigned to the ticket to ensure that the business impact and urgency is understood.
You may further escalate by contacting:
- 1st level of escalation: Customer Happiness Manager
- 2nd level of escalation: Director, Customer Happiness
- 3rd level of escalation: Head of Customer Experience