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:
Services | Starter/Free | Scholarship | Plus | Corporate/ Scale / Growth | Enterprise | Premium |
Email Support Availability | Only for critical bug issues or administrative tasks - see below | Only for critical bug issues or administrative tasks - see below | 9/5 regional | 9/5 regional | 9/5 regional | 24x5 |
Email Support SLA | - | - | No committed SLA | 2 business day SLA for initial response time | 1 business day SLA for initial response time | 1 business day SLA for initial response time |
Personalized Support | - | - | - | - | - | Regional team of designated Support agents |
Mission Critical Support Availability | - | - | - | - | - | 24x7 |
Mission Critical Support SLA | - | - | - | - | - | 2 hour SLA for initial response time including weekend/holiday on-call coverage |
Zoom/Meeting Request | - | - | - | Under Support's discretion | Under Support's discretion | Under Support's discretion |
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:
- 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.
- 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.
Priority | Definition |
---|---|
Critical |
Major services are down globally creating business-critical impact across multiple customers with no reasonable workaround available; includes login issues |
High |
Major services are significantly degraded and impacting significant aspects of business operations; a workaround may or may not be available |
Normal |
General product questions - how to use a feature, understand documentation, submit a feature request, low urgency bug reports, etc |
Low |
Non-product related questions - Sales inquiries, Marketing questions, etc |
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.
Best Point of Contact | |
---|---|
Starter/Free |
Please reach out to the Sales team at global-sdr@amplitude.com. |
Scholarship |
Please reach out to the Sales team at global-sdr@amplitude.com or Scholarship team at scholarship@amplitude.com. |
Plus and Growth |
Please reach out to your Account Executive. |
Enteprise and Premium |
Please reach out to your Account Executive and Customer Success Manager. |
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.