This article describes the services available to customers on Amplitude's Premium Success package. If you don't have the Premium Success package but are interested in learning more, check out this blog post and reach out to your Account Manager.
This article only focuses on Amplitude Technical Support offerings. Training and Expert Services offerings are not covered here.
Ticket support
Premium plans receive advanced support, including:
- Initial response time of one business day
- Global coverage Monday through Friday
- Amplitude's most experienced, most knowledgable support engineers
Mission-critical support
Customers on Premium plans receive:
- Round-the-clock support for urgent (P0) issues
- Expedited one-hour initial response times for PSP Tier 1 and expedited two-hour initial response times for all other PSP Tiers
- Weekend and holiday on-call coverage
To submit a mission-critical support request, make sure your Request Type is "Bug Report - Critical Issue" when submitting a Support ticket. For how to submit Support tickets, see this section.
Mission critical support as defined by issues in either category below:
- Data ingestion or streaming is down with inability to ingest any data to Amplitude or stream any data in Amplitude, causing critical business disruption and no workarounds are available; or
- Analytics interface is down with inability to access interface or perform any action on interface, causing critical business disruption and no workarounds are available. Examples include inability to create any chart in Amplitude for data reporting or inability to perform fractional sampling.
For the avoidance of doubt, P0 does not include cosmetic chart functionality such as titling or formatting or support for chart interpretation.
NOTE: Amplitude Technical Support has the right to downgrade urgency of a request that does not qualify for the above definition.
Live chat
Live chat is available for users on Premium plans, from 9AM - 5 PM Pacific time (GMT -8).
When to use chat
Issues that are most appropriate for chat include:
- Feature clarification
- Clarification of basic concepts
- Short troubleshooting issues
- Administrative or service tasks
Issues that might be better handled as a support ticket include:
- Data discrepancies
- Deep-dive troubleshooting
- Bug reports
- Conversations that would take longer than one hour
Plan-related questions
For questions regarding your plan, billing, or new features, select "Plan-related Questions" in the Chat Bot. The Chat Bot will surface your Amplitude account team contacts.
Feature requests
Submit feature requests through the in-product Digital Customer Success Center by selecting "Feature Request" in the Chat Bot.
Start a chat session
To start a chat session, click the Amplitude Help icon in the top-right corner to open the in-product Digital Customer Success Center.
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Slack integration support
Customers on Premium plans who have a shared Slack channel with Amplitude can use it to connect with the Amplitude Technical Support team. Responses will appear directly in the same Slack thread, so you do not have to navigate away from Slack to review them.
Create a ticket from Slack
- Create a new Slack message thread in the Slack channel.
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Add the
:ticket:emoji to your thread. The Amplitude/Thena bot will reply in the thread to assist you in the process.
- Click New Tech Support Ticket to create a new Support ticket.
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A new dialog box will appear. Add as much detail as possible about your issue, then click Submit.
This will create a new Zendesk support ticket. For your reference, the Ticket ID will be visible as shown below as a confirmation a ticket was created. All further discussion in the Slack thread will automatically synced with the ticketing system. This ticket will be assigned to one of our support engineers and will follow the standard ticket SLAs as stated above. When a support engineer responds, you will see their response appear directly in the same Slack thread.
Zendesk Customer Portal
The Zendesk Customer Portal is an easy way for you to view and manage all the requests you make to Amplitude Support. For more information, see Amplitude Support: Zendesk Customer Portal.
Customers on the Premium Success plan can allow admins to view and edit all requests made by users within the same organization. If you are interested in this setup, reach out to your CSM or CSA.
Zoom meeting requests
Amplitude Technical Support does not officially provide phone or video support. The team offers ticket and email support, as issues usually require research through logs and isn't efficient on a call. Additionally, Amplitude Technical Support is a small team servicing all Amplitude customers. For these reasons, we appreciate your understanding of our policy limiting acceptance of Zoom meeting requests. That said, we understand certain situations would benefit from a call, and would offer to schedule a one time meeting in those situations.