Amplitude Support: Ticket/Email Policy

Welcome to Amplitude! If you have any questions or technical issues while using Amplitude, here's how to get help. 

This article will cover:

• What is the policy for Ticket/Email channel?
• What are questions that Support helps with?
• How do I contact Support?
• Help with Unsupported Issues

What is the policy for Ticket/Email channel?

Different support channels are available depending on your plan type. Here's an overview of the channels we offer and availability based on plan type: 

Email Support Availability

Email Support offerings are bundled with Premium, Enterprise, Growth, and Plus plans. Hours of coverage include

• 9am - 5pm Monday - Friday Pacific (UTC-8)
• 9am - 5pm Monday - Friday Singapore Standard Time (UTC+8)
• 10am - 6pm Monday - Friday Central European (UTC+1)

Premium inquiries are handled globally. Enterprise, Growth, and Plus tickets will be handled in the office corresponding to the geo-location in which they are submitted.

For Scholarship and Starters (customers on the free plan), please visit Amplitude Support: The Scholarship/Starter plan page for more information on our policy.

Email Support SLA

Amplitude will use commercially reasonable efforts to meet the target initial response times.

Personalized Support

For our Premium plans, we offer advanced support including a dedicated regional team of senior support engineers with advanced technical and soft skills who can better aid customers with complex environments and mission-critical needs. 

Mission Critical Support Availability and SLA

For our Premium plans, we offer 24x7 insurance for urgent P0 issues with an expedited 2-hour SLA for initial response time as well as weekend and holiday on-call coverage.

NOTE: Only tickets tagged under Request Type of "Bug Report - Critical" from Premium customers fall under this category. 

Zoom/Meeting Request

Amplitude Support does not officially provide phone or video support. The team is optimized for ticket/email support as cases usually require quite a bit of research through logs that aren't efficiently done on a call. That said, we understand certain situations would benefit from a call and would offer to schedule a one time meeting in those situations. 

What are questions that Support helps with?

Here's a quick overview of what the Amplitude Support team can help with:

• Feature Clarification
• Conceptual
• Troubleshooting 
• Bug Report
• Bug Report - Critical
• Service Tasks / Administrative Items

Support does not include: 

• Third-party application integrations or third-party apps
• Product Training
• Onboard end users to the product
• Industry-specific advice or customer-specific advice
• Interpret data to make business decisions
• Plan-related questions - see below
• Feature requests - See below

How do I contact Amplitude Support?

After reviewing the above, if you need to contact Support, there are two ways to submit an inquiry:

1. Digital Customer Success Center. You will find a Support form within the Digital Customer Success Center which is the Amplitude Help icon in the bottom right corner of the product.
2. support.amplitude.com. You will find the Support form on our Help Center.

Ticket priority definitions

Note: Ticket priority does not adjust our response times at this time. Ticket SLAs are based solely on plan type. Critical P0 issues will have proactive, more timely updates via status.amplitude.com as managed by our Engineering team.

Help with Unsupported Issues

Plan-related Questions 

For questions regarding your plan, billing, or new features, please refer to the chart below for the best points of contact. 

Feature Requests

For feature requests, please submit them through the in-product Digital Customer Success Center with the Get Feedback form.

Community

The Amplitude Community is a great channel for discussions outside the bounds of the Amplitude Support offering. Below are some of the areas covered in the Community.