Support tiers and SLA
Looking for support tier comparisons, SLA response times, or severity classifications? Those have moved to the main site:
The support page covers:
- Standard vs Extended support tier comparison
- Severity classification (Blocker / Critical / Major / Minor)
- Full response time SLA matrix
- Channels — email, phone, video conferencing
- Business hours and what's covered when
This article now covers operational support topics for existing customers.
FAQ
How to get help inside the app
Click the AI Assistant icon in the top toolbar to open the chat window. Type your question in natural language — the assistant responds based on the Etlworks knowledge base and documentation.
How to subscribe to release notifications
- In-app (Etlworks 8.6.1 and newer): release notifications appear in real time inside the application. Open the notification center to see version highlights and release dates. No subscription required.
- On the support site: open the changelog, click Follow, and sign in to your support account. Or just bookmark the page — we update it frequently.
How to request a new feature or enhancement
Use our public feedback site to request features and upvote others' requests. We prioritize features with the most upvotes.
If you'd rather keep your request private, email support@etlworks.com or your account manager directly.
How to know if your instance has a specific feature or bug fix
1. Check the date on the changelog when the feature was released.
2. Compare to the Build Date under Preferences → About in your Etlworks instance. If the build date is greater or equal to the changelog date, you have it.
Can I downgrade to a previous version?
It's technically possible and we've done it before, but we typically don't recommend it. If a new build introduced a bug, let us know at support@etlworks.com and we'll fix it as soon as possible.