How does support work

How to submit support requests and questions?

To submit support requests and questions simply send an email to support@etlworks.com. The ticket will be automatically created in our support portal powered by Zendesk.  

Alternatively, you can use our submit a request form.   

How to create an account in the support portal?

The best way to track tickets created by you is to use our ticketing system. You will need to create an account in the support portal.

Step 1. If you don't have the Etlworks support account go to the support portal and click Sign in link at the top right of the screen.  

Step 2. Click the Sign up link to create a new account and complete the registration. 

How to get help?

When in the Etlworks app click?in the top navigation bar. 

Select eitherDocumenationorHelp.

Helpopens an overlay window which can be used to search for information in the Documentation or for submitting questions to support. 

How to subscribe to release notifications?

Step 1. Open the changelog link in the browser. 

Step 2. Click the Follow button. 

Step 3. You will be prompted to Sign in to the Etlworks support account (see above).

If you don't want to create the Etlworks support account simply bookmark the changelog page and visit it from time to time. We promise that we will be updating it frequently. 

How to request a new feature or enhancement?

By far the best way to request a new feature or enhancement for the existing functionality is to use our publicly available feedback website. The added benefit of using this website is the ability to upvote features requested by other customers. Note that we prioritize features with the most number of upvotes.

If you prefer that your requests remain private - no worries.  Just send an email to support@etlworks.com or directly to your account manager.      

How would I know if my instance has a specific feature or bug fix?

Step 1. Check the date on the changelog page when the specific feature was released.

Step 2. Compare it with the Build Date under About->About. If the Build Date is greater or equal to the date in the changelog - you have the right build.  

 

 

Can I request to downgrade to the previous version?

It is technically possible and we have done it before but typically we do not recommend downgrading. If the new build introduced a bug let us know and we will fix it as soon as possible. 

Standard support

The standard support by email is included in all plans. 

We provide monitored service 24/7 and you will receive free automatic upgrades as long as you are subscribed to the service.

As a part of the subscription plan, you will have access to all available non-premium connectors.

Included in the standard support

• Technical support by email.
• Standard SLA during business hours.
• Access to support resources.

Not included in the standard support

• Support by conference service or phone.
• Professional services.
• Data research and verification.
• Priority support.
• Custom SLA.

Extended support

The following services are included in the extended support:

• Professional services.
• Support by video conferencing service and phone.
• Priority support during business hours.

Extended support is offered either ad-hoc or as a subscription. To purchase extended support, please check our pricing page.

Professional services

Professional service is a part of extended support.

• We will help you develop data integration Flows. You can even completely outsource it to us.
• We will provide the best practices and examples.
• We will help you with optimization and performance tuning.

Support by conference service

Support by conference service is available only for customers who purchased extended support. We count it toward prepaid or ad-hoc professional services hours.  

Simply let us know (by sending an email to support@etlwotks.com) that you would like to have a call with one of our engineers and we will schedule a call at a time that is convenient for you. 

Support by phone

Phone support is available only for customers who purchased extended support. We count phone support toward prepaid or ad-hoc professional services hours.  

Call +1 (619) 550-4785 and leave a message with your phone number and we will get back to you as soon as possible.

Business hours

Support is available via all channels during the following business hours: 9 am to 6 pm Eastern Standard Time, excluding US national holidays and weekends. Support by email is available 24/7/365. 

Problem severity

Upon receipt of a properly submitted request, Etlworks will prioritize it in accordance with the guidelines below. Problem severity is defined jointly with the Customer and supported by business cases where necessary.  Problem severity may be re-evaluated upon submission of a workaround.  

• Blocker (1): a production system is down or rendered unusable with no available workaround. Business operations have been halted or substantially impacted.
• Critical (2): a production system is functioning with significantly reduced capacity and no available workaround. Business operations can continue in a limited fashion.
• Major (3): business operations can continue in a limited fashion. Usage of the software is impaired but business operations can continue.
• Minor (4): a general usage or how-to question. An error is cosmetic in nature or has minimal impact on business operations.

Response time

Etlworks will exercise diligence, good faith, and commercially reasonable efforts to meet the following response times. 

Support Level	Standard	Extended
By phone	N/A	Business Hours
By conference service	N/A	Business Hours
By email	24/7/365	24/7/365
Blocker issues (1)	1 hour during business hours	30 minutes during business hours 3 hours outside of business hours
Critical issues (2)	4 hours during business hours	1 hour during business hours 6 hours outside of business hours
Major issues (3)	8 hours during business hours	2 hours during business hours
Minor issues and questions (4)	24 hours during business hours	4 hours during business hours

 

Custom SLA

It is possible to purchase a custom SLA from one of our partners.

They provide 24/7/365 support with 30 minutes guaranteed response for blocker and critical issues.

Contact sales@etlworks.com for more information.