🚑 Support
Request support​
You can request support via the support portal, Slack, or via email.
Support portal​
To submit a request via the Ascend support portal:
- Log in to support.ascend.io
- In the top right corner, select Submit a request
- Fill out the request form and select an appropriate severity level (see Severity definitions below)
You can also submit a request without logging in here.
Slack​
Join our Ascend Slack community to ask questions and connect with other Ascend developers.
For dedicated support via Slack, you'll need a support channel named #ascend-<your_org>. To request one, email support@ascend.io.
To create a support ticket in your dedicated channel, simply send a message. The thread will be used for ongoing communication about the issue.
Email​
You can also reach the Support team directly at support@ascend.io.
Severity definitions​
Select the appropriate severity level to help our team properly route and prioritize your request.
| Priority | Definition |
|---|---|
| Sev 1 | Critical: Environment is unavailable or performance renders it unusable |
| Sev 2 | High: Major functionality is unusable, affecting many users with limited functionality |
| Sev 3 | Medium: Loss of function or resource that doesn't broadly affect overall functionality |
| Sev 4 | Low: Questions or issues with minimal impact on functionality |
High-severity issues​
For critical and high-severity issues (Sev 1-2), open a ticket directly in the Support portal for fastest response.
Some support tiers also allow you to set severity on requests within Slack. Check your support tier to see if this option is available.
Support tiers​
Response time SLAs by support tier. To inquire about your organization's support tier, contact support@ascend.io.
| Standard | Enhanced | Production | Mission Critical | |
|---|---|---|---|---|
| Response times | ||||
| Sev 1 | 4 business hrs | 2 hours | 1 hour | 30 minutes |
| Sev 2 | 1 business day | 1 business day | 4 hours | 2 hours |
| Sev 3 | 3 business days | 3 business days | 1 business day | 4 business hrs |
| Sev 4 | 5 business days | 5 business days | 3 business days | 1 business day |
| Communication channels | Portal | Portal / Chat | Portal / Chat | Portal / Chat |
Best practices​
Help us resolve your issues quickly and efficiently by following these guidelines:
1. Choose an accurate severity level - Select the appropriate severity to ensure proper prioritization of your request.
2. Provide detailed information - Please include the following in your request:
- Brief description of the issue
- Complete error messages (copy and paste)
- Scope of impact if multiple pipelines are affected
- Example: "We're seeing errors on many S3 read connectors in the Analytics Data Service."
- Screenshots of the issue
- Step-by-step reproduction instructions
- Links to affected Components when applicable
Thanks for helping us provide the best possible support experience.