Standard hours
Monday–Friday, 8:00 AM – 7:00 PM Eastern Time, excluding U.S. federal holidays. Embedded partnership clients include an on-call rota for critical production issues outside standard hours.
Support
Operational support that answers like an engineering team, not a ticket queue
If we shipped it, we stand behind it. Active partnership clients get priority monitoring and named escalation contacts; everyone else can reach us through the channels below.
When and how
Support hours and response expectations
Response expectations
- Critical (production down): first response within 2 business hours.
- High (degraded but working): first response within 1 business day.
- Normal / Low: first response within 2–3 business days.
First response means a named engineer acknowledges and triages — not an auto-reply.
Urgent? Call us
For production-impacting issues, calling is faster than any form:
+16814999563Triage faster
Before you submit
Two minutes of checking resolves a meaningful share of issues without a ticket — and makes the ticket you do file far more actionable.
Check the status of the pipeline or job, not just its output.
Most "missing data" reports trace to a delayed upstream run rather than a broken transformation. Look at the job’s last successful completion time in your orchestrator or run log before reporting bad numbers.
Confirm whether one dashboard or all dashboards are affected.
A single stale dashboard usually points to one dataset or refresh schedule; everything stale at once points to ingestion. Tell us which — it changes who we route you to.
For automation issues, note the queue and a sample case ID.
If a review queue is behaving oddly, capture one example record ID and what you expected versus what happened. Never include protected health information or customer PII in support messages — IDs are enough.
Check whether a change shipped in the last 48 hours.
If your team or ours deployed a model, schema, or report change recently, mention it. Most regressions have a birthday, and knowing it cuts diagnosis time dramatically.
Gather the exact error text, not a paraphrase.
Copy the full error message or screenshot the alert. Paraphrased errors send engineers down the wrong path more often than you would expect.
Support request
Submit a support request
Tell us what is affected and how badly. The more context you include, the faster the right engineer picks it up.
Request received
Thank you — your support request has been submitted. A named engineer will acknowledge it within the response window for the urgency you selected. For critical production issues, please also call +16814999563.
Something went wrong
Your request could not be submitted right now. Please call +16814999563 and we will take it from there.
How this form works: this is a demonstration support workflow. Submissions are routed through this website's built-in form handling for the site owner to review; they do not page an on-call engineer directly. For anything production-critical, call +16814999563 instead of relying on this form.
Looking for answers rather than a ticket?
Our FAQ covers engagement mechanics, data access, AI safety, ownership, security expectations, and what makes a workflow suitable for automation.
Not a client yet, but something is stuck?
Support is for active engagements — but conversations are for everyone. Tell us what is getting in your team's way and we will tell you honestly whether we can help.
Prefer to talk now? Call +16814999563.