How does support work

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.

Extended support

The following services are included in the extended support:

• Professional services
• Support by WebEx
• Support by phone
• Priority support

Extended support is subscription-based. You can purchase extended support, which includes:

• 10 hours of the professional services per month for $1000 / month or
• 6 hours for $600 per month

You can also buy ad-hoc extended support for $150 / hour. The minimum block for ad-hoc support is 5 hours.

Subscription support hours expire every month. Ad-hoc hours do not expire and can be used on the on-needed basis.

Professional services

Professional service is a part of the 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 WebEx

Support by WebEx 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 WebEx 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: 9am to 5pm 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 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 diligent, good faith and commercially reasonable efforts to meet the following response times.