Enterprise Support
Data Pipes Support
All Data Pipes Platform subscriptions include Enterprise Support that provides easy access to highly skilled technical resources with prompt response times to receive the assistance you need.
Data Pipes is committed to providing high-quality support and resolutions to its customers based on the response time guidelines indicated in our Response Time Table. Any bugs identified in Data Pipes will be logged by the Data Pipes Support team, who will coordinate with the development team to address the issue.
Enterprise Support
With Enterprise Support, you get technical support from high-quality engineers and a designated Customer Success Manager (CSM) to coordinate access to Data Pipes' subject matter experts.
Access to Support Engineers via Email, Slack, Ticketing Portal and Phone Support. You can have an unlimited number of contacts that can open an unlimited amount of cases. Response times for general guidance is less than 24 hours, minor functionality impact is less than 24 hours, production system impaired is less than 4 hours, production system down is less than 2 hours.
The Enterprise Support offers local support resources with a toll-free local support contact for customers.
Customer Success Manager
A Customer Success Manager (CSM) is your designated technical point of contact who helps you onboard, provides advocacy and guidance using best practices, coordinates access to subject matter experts, assists with case management, presents insights and recommendations.
Quickly and efficiently get answers to any Data Pipes inquiries via the designated Customer Success Manager (CSM) who is familiar with you and your account.
Support Information
Support Hours
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Severity 1 & 2: 24*7*365
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Severity 3 & 4: 9 AM - 6PM on Business Days
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Support business hours are from Monday through Friday, from 9AM to 6PM Singapore (SGT), India (IST). Support business hours exclude local holidays in each time zone.
Service Level Commitments
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Commitments for response times for Business critical issues
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Support center accessible from the Data Pipes Product interface (via Fogbender)
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Customer Success Manager to assist with Escalations
Performance Monitoring
Data Pipes configures Sentry, an Application Monitoring tool to monitor the performance and track errors. This informs the Data Pipes teams of any time-outs and errors, as well as performance issues to quickly resolve performance issues.
New Release & Enhancement policy
Data Pipes releases new major versions on a quarterly basis, and minor versions on a monthly basis. Major versions contain new features, while minor versions contain bug fixes and enhancements. We deploy new versions automatically for all clients.
