This article will describe the services available to customers on Amplitude's free plans, as well as how users on those plans can contact Amplitude Support.
Available services
Different support channels are available depending on your plan type. Those on the Start / Scholarship / Free plans have access to the following:
- Academy
- Community
- Developer Docs
- Help Center
- Ticket support availability: only for critical bug issues or administrative tasks. Amplitude provides no committed ticket SLA for customers on these plans.
Amplitude Support will answer and follow up on questions from free customers on the following topics:
- Service tasks and administrative items
- Login issues
- Critical bug reports
- Non-critical bug reports (these will not receive follow-up)
Amplitude Support cannot provide assistance to free customers on the following types of questions:
- Feature clarification
- Troubleshooting
- Product training
- Onboarding end users
- Plan-related questions
- Feature requests
Email support availability
For customers on the free plan, we're more than happy to help with any administrative or service tasks.
If you have a bug report, we're also more than happy to file that bug to the Engineering team for you. If your bug is related to a critical issue, you will receive updates from the team. For other non-critical bugs, we won't be able to send you an individual response but we'll investigate your report and use the information you provide to improve Amplitude.
If you have issues with logging into Amplitude, please make sure to select Login Issues when submitting the Support form and share details about your experience.
Otherwise, email support on all other topics is not available. Please use resources such as our Amplitude Community, which is a great channel for discussions outside the bounds of the Amplitude Support offering.
Contact Amplitude Support
To contact Support, you can do so through the Support form on our Help Center.
Select the Inquiry from Scholarship/Starter users form and fill out the fields accordingly. When submitting a ticket, please use the email address that you use to log into Amplitude.
Help with plan-related questions
For questions regarding your plan, upgrading, or new features, your points of contact are:
- For those on the Starter / Free plans, please reach out to the Sales team.
- For those on the Scholarship plan, please reach out to the Sales team or the Scholarship team.
Feature requests
For feature requests, please submit them through the in-product Digital Customer Success Center with the Give Feedback form.
All other questions
The Amplitude Community is a great channel for discussions outside the bounds of the Amplitude Support offering. You can use this channel to engage with fellow Amplitude users and ask product questions that are not present in our existing documentation.
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