Support options for Etlworks customers, how SLAs apply, and how support works when an implementation partner is involved.
How Support Works
Etlworks provides direct support to all licensed customers. You contact our support team for product questions, troubleshooting, and issue resolution, and we respond according to the SLA tier included with your plan.
If you're working with an Etlworks implementation partner, your partner can also serve as the first line of support — handling day-to-day questions and escalating to Etlworks when needed. Some larger deployments use a shared model where Etlworks and the partner split coverage based on issue type. In all cases, Etlworks provides full backing for escalations and product-level issues.
Standard Support (Included with Every License)
Every licensed Etlworks customer receives:
- Access to the Etlworks knowledge base
- Email-based support
- Response within one business day, often faster
- Bug fixes and platform updates
Extended Support Plans
For customers who need ongoing help beyond standard product support — implementation guidance, flow design, deeper troubleshooting — Etlworks offers extended support plans:
- Allocated support hours per period (hours don't roll over)
- Priority response
- Available to customers directly or via implementation partners
More about extended support plans →
Ad-Hoc Support
For projects that need short-term hands-on help — onboarding, connector setup, complex flow design, or high-touch delivery:
- $300 per hour
- 10-hour minimum
- Scheduled and scoped in advance
Escalations
For urgent issues blocking a deployment, email support@etlworks.com with URGENT in the subject line and a brief description of the issue and its impact. If you're a partner escalating on behalf of a customer, include the customer name in the subject as well.
For security or compliance-related issues, email security@etlworks.com.
Support SLA
For full SLA terms, response time commitments by severity level, and coverage hours, see the Etlworks Support SLA →.