Support you can rely on
Clear timelines, documented workflows, and straightforward escalation paths.
Getting started
Access & Documentation
You'll receive complete documentation for all systems, including architecture diagrams, data dictionaries, runbooks for common operations, and contact information for our team.
Knowledge Transfer Sessions
Structured sessions with your ops, analytics, and engineering teams. We cover system architecture, common maintenance tasks, and troubleshooting approaches.
Support Period
30 days of included support post-launch for questions, minor adjustments, and operational troubleshooting.
Support request categories
General Questions
How to use a feature, clarifications on documentation, questions about data definitions.
Response time: 1-2 business days
Support window: Business hours
System Issues
Unexpected errors, data quality alerts, performance degradation, missing data in dashboards.
Response time: 4-8 hours
Support window: Business hours
Feature Requests
New reports, additional data sources, automation workflows, dashboard modifications.
Response time: Included in ongoing support or separate engagement
Support window: Scheduled engagement
Production Issues
Data pipelines failing, critical dashboards down, automation workflows broken, data loss risk.
Response time: 1 hour or emergency escalation
Support window: Extended hours coordination
Expected response times
Urgent (Production Down)
We aim to respond within 1 hour and provide a status update. If we need escalation, we'll connect you directly with team leads.
High Priority (Data Quality Alert)
Response within 4-8 business hours. Most data quality issues have a clear root cause and quick fix.
Standard (Questions, Minor Issues)
Response within 1-2 business days. We'll provide clear guidance or workarounds while we investigate.
Feature Requests
Acknowledged within 3 business days. We'll scope the work and provide estimates for inclusion in ongoing support or a separate engagement.
Common issues and solutions
Pipeline scheduled run didn't complete
Check the pipeline logs in your orchestration tool (Airflow, dbt Cloud, etc.). Most failures are due to:
- • Credential expiration or permissions issues
- • Database connection timeouts
- • Schema changes in upstream systems
See "Pipeline Troubleshooting" in your runbook for step-by-step debugging.
Dashboard shows unexpected data
Check your data freshness timestamp. If data is stale:
- • Verify the refresh job succeeded (check logs)
- • Look for data quality alerts in your monitoring tool
- • Run a manual refresh if needed
Document the discrepancy and submit a support request with the dataset name and expected values.
Someone needs warehouse access
Contact your internal IT or data team lead. New user access follows your organization's approval process.
We'll provide guidance on role setup and permission templates to streamline the process.
Need to add a new data source
Submit a feature request with:
- • System name and type (ERP, CRM, API, etc.)
- • What data matters and why
- • Expected volume and refresh frequency
- • Timeline needs
We'll scope the work and provide a timeline estimate.
Submit a support request
You'll receive a confirmation email with your request ID and expected response timeframe.
Documentation
All systems come with complete documentation covering architecture, operations, and troubleshooting.
Architecture Documentation
System design, data models, integration points, and scaling strategies for your specific setup.
Operations Runbooks
Step-by-step procedures for common tasks: refreshing data, adding users, scaling resources.
Data Dictionaries
Detailed definitions of every table, column, metric, and calculation in your warehouse and reports.
Troubleshooting Guides
Common problems, root causes, and solutions for issues your team might encounter.