Customer support

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One of our core values is to help you and your team do your life's best work. πŸ’™

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 combination of several teams in Atlan:

  • Product support personnel
  • Cloud support personnel
  • DevOps/engineering support personnel
  • as well as our 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
  • A dedicated support center, accessible from within the Atlan product
  • Commitments for aggressive response times for business critical issues
  • A designated Customer Success Manager to assist with escalations

Ways to contact us

  • βœ‰οΈ Email us at a dedicated customer support email account (ask@atlanhq.com)
  • πŸ‘¨β€πŸ’» In-product support widget to log tickets and a help-desk portal (https://ask.atlan.com) to log and track tickets
  • πŸ’¬ Set up support time with our Customer Happiness team for you to work through ongoing requests (contact the Happiness team to discuss)

Hours of operation

24x7 availability for all requests and issues

 

Priority levels

The Atlan Customer Happiness team determines the priority of an issue. We consider the customer's position and follow these guidelines to determine priority:

PRIORITY DESCRIPTION RESPONSE TIME
P0 Production software is unavailable; all customers are blocked and productivity halted. 2 hrs
P1 Production software is available; functionality or performance is severely impaired. 3 hrs
P2 Production software is available and usable with partial, noncritical loss of functionality. Or, the production software has an occasional issue that customer would like identified and resolved. Also includes requests for help on administrative tasks. 8 hrs
P3 Cosmetic issues or request for general information about the software, documentation, process or procedures. 16 hrs

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 the business impact and urgency is understood.

You may further escalate by contacting:

  1. 1st level of escalation: Customer Happiness Manager
  2. 2nd level of escalation: Director, Customer Happiness
  3. 3rd level of escalation: Head of Customer Experience

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