Support Features
Whether you're looking for self-service documentation, require help from our support engineers, or wish to exchange ideas with fellow community members, we’re here to help you succeed!
Community Slack Channel
Join our community on Slack to collaborate, ask questions, and stay connected with fellow users.
Product Support
Reach out to our Support Engineers via our support portal or email to support@datawire.io for issue assistance, configuration help, or general questions. Our normal support hours are 8:00 - 5:00 EST, Monday through Friday.
Support Knowledge Base
Access a collection of support resources including troubleshooting articles, best practices, and FAQs, which are made available to Ambassador customers.
Dedicated Customer Success Manager (Priority)
As an enterprise support customer, you’ll be partnered with a customer success manager who is dedicated to your success.
Onboarding & Enablement Services
Successful onboarding is essential for future success with Ambassador products. You'll receive hands-on support during this crucial period and beyond through our dedicated onboarding and enablement services.
Service Level Agreements (SLAs)
Benefit from guaranteed response times for critical issues through our standard and priority SLAs.
24/7 Outage Response
As an priority support customer, you can rest easy knowing you have access to support during any critical outages in your production environment. We're committed to minimizing disruption to your business, 24/7.
Available Support Plans
The chart below outlines the features included in each of our support plans. If you’re interested in updating your plan to access additional benefits, our Sales team would love to hear from you.
Note:
Please note that only users on Developer and Enterprise subscription plans are eligible for the support plans outlined below. Users currently on Lite subscription plans are not eligible for product support.
Standard (Included with Developer and Enterprise subscriptions)
Priority (Available as an add-on for Enterprise subscriptions)
Slack Community
✔
✔
Product Support
✔
✔
Support Portal with Support Knowledge Base Access
✔
✔
Dedicated Customer Success Manager
X
✔
Onboarding and Enablement Services
Add On
✔
24x7 Outage Response
X
✔
Support Team Availability
M-F 8 am - 5 pm EST
M-F 8 am - 5 pm EST* *Support team availability for production level outages is 24/7
Service Level Agreement
See SLA table below (Standard)
See SLA table below (Priority)
Choose
Support Team SLAs
Our support team offers service level agreements for first response time on support tickets based on your organization’s support plan.
Target First Response Time (Standard)
Target First Response Time (Priority)
Urgent / Critical Severity A production level outage which halts your business operations with no available workaround.
2 business hours (8AM ET - 5PM ET)
2 hours (24/7)
High Severity High impact to portions of your business and/or development operations and no workarounds exist.
4 business hours
2 business hours
Normal / Medium Severity Medium to low impact to your business and development, but operations continue to function (including the use of a procedural workaround).
1 business day
4 business hours
Low Severity Low to no impact on your business and development operation
3 business days
1 business day
Choose