Support Tiers

How Support Works

All support interactions begin in your dedicated Slack channel (Standard and Premium) or GitHub Issues (Community). When you report an issue, our triage engineer classifies it by severity: P0 (system down — no data flowing), P1 (degraded — partial failure or throughput below threshold), P2 (non-urgent — feature request, documentation question, configuration guidance). SLA response times are measured from the moment the issue is classified, not from when it is first reported.

For Standard and Premium tiers, our engineering team has read-only access to your DataBridge Watch dashboard and server telemetry. This means when you report an issue, we can immediately see the same metrics you see — server health, lane status, upload progress, error logs — without waiting for you to send screenshots or log files. For Premium, our dedicated engineer proactively monitors your fleet and often identifies issues before your team does. Automated alerting catches most problems within seconds; the dedicated engineer adds human judgment for patterns that automated rules miss.

Incident response follows a structured process: acknowledge within SLA, diagnose root cause, apply fix or workaround, verify resolution, and deliver a written root cause analysis (RCA). For Premium, RCAs are delivered within 24 hours and include preventive measures to ensure the same class of issue does not recur. For Standard, RCAs are delivered within 5 business days. Every incident and its resolution is logged in the audit trail for compliance and operational review purposes.

Upgrade Path

Support tiers are aligned to service tiers but can be upgraded independently. A Self-Serve team that wants faster response times can add Standard support without switching to the Managed service tier. A Managed team preparing for a high-volume campaign can temporarily upgrade to Premium for the duration of the campaign. Upgrades take effect immediately — no waiting period, no migration, no re-provisioning. Downgrade at the end of the billing period with no penalty.

For teams evaluating DataBridge, we offer a 30-day trial of Standard support with any new deployment. This gives you time to experience the support model before committing to a tier. During the trial, you get full Slack access, 4-hour critical response, and a monthly operational review — the same experience as a paying Standard customer.