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.
We have several tools to get support as you deploy and manage Atlan:
- ✉️ Email us at a dedicated customer support email account (firstname.lastname@example.org)
- 👨💻 In product support widget to log tickets and Helpdesk portal (https://ask.atlan.com) to log and track tickets
- 💬 Set up support time with our customer success team for you to work through ongoing requests
For each Customer Support and Service request, the Atlan ticketing system issues a priority level based on the relative impact an issue or error has on the use of the Software. Atlan may re-assign the priority level at its sole discretion. Priority levels and target initial response times for each priority level are described below.
|PRIORITY||DESCRIPTION||INITIAL RESPONSE TIME|
|P0||Production Software is unavailable; all Customers are blocked and productivity halted.||Within 2 hours|
|P1||Production Software is available; functionality or performance is severely impaired.||Within 3 hours|
|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.||Within 8 hours|
|P3||Cosmetic issues or request for general information about the Software, Documentation, process or procedures.||By next business day|
Atlan will always endeavour to resolve service & support tickets as swiftly as possible and will provide frequent status updates and progress reports to the customer.
👉 We try to walk the talk with our documentation. We've built a rich database explaining almost every aspect of Atlan, and we'll share our documentation library so you can quickly find the answers you need whenever possible.