Support packages
Ascend support packages include Community, Standard, Enhanced, Production, and Mission Critical.
Support packages differ from and should not be confused with Ascend pricing plans.
| Item | Community | Standard | Enhanced | Production | Mission Critical |
|---|---|---|---|---|---|
| Communication channels | Ascend Community Slack | Portal | Portal / Ascend Community Slack private channel | Portal / Private Slack | Portal / Private Slack |
| Authorized support contacts from your organization | 0 | 1 | 3 | 5 | 10 |
| Quarterly product review | — | — | Included | Included | Included |
| Quarterly usage review & recommendations | — | — | — | Included | Included |
| Named Field Data Engineer* | — | — | — | Included | Included |
| Named Enterprise Architect* | — | — | — | — | Included |
| Implementation reviews | — | — | — | — | Included |
| Pipeline monitoring by Ascend engineers | — | — | — | — | Extra |
For detailed pricing information on support packages, please contact our support team.
* Ascend will provide a Field Data Engineer to guide you through setup and onboarding as well as an Enterprise Architect to assist with specialized use cases.
Developers
If you're using the Developer plan, please note that no service-level agreements (SLAs) or dedicated customer support channels are provided. However, we encourage you to:
- Ask Otto, your intelligent data engineering Agent and assistant, to explain pipeline errors, help build Components, trace data lineage, and explain new features
- Join the Ascend Community Slack
- Participate in community discussions by asking questions, sharing experiences, and requesting help from other Ascend developers
- Browse our documentation and examples for self-service support
If you're interested in upgrading to a Team, Business, or Enterprise plan with a support package, contact our sales team.
Support SLAs
SLAs for SEV response time by support package. Refer to this document for SEV definitions.
| Severity | Community | Standard | Enhanced | Production | Mission Critical |
|---|---|---|---|---|---|
| SEV 1 | — | 4 business hours | 2 hours | 1 hour | 1 hour |
| 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 hours |
| SEV 4 | — | 5 business days | 5 business days | 3 business days | 1 business day |