This article will cover:
- What services are available to Free customers?
- What are questions that Support helps with Free customers?
- How do I contact Support?
- Help with Unsupported Issues
What services are available to free customers?
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:
|Ticket Support Availability||Only for critical bug issues or administrative tasks - see below||Only for critical bug issues or administrative tasks - see below|
|Ticket Support SLA||No committed SLA||No committed SLA|
What questions does Support help free customers with?
Here's a quick overview of topics the Amplitude Support team can help free customers with:
|Accepted topics that will receive follow-ups include:||Accepted topics that will not receive follow-ups include:||Does not include:|
Email support availability
For Scholarship and Starters (customers on the free plan), we're more than happy to help with any administrative/service tasks! Please review the types of tasks we can process on the backend for you: Administrative/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 (p0), you will receive updates from the team. If your bug is not related to a p0, 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 utilize resources such as our Amplitude Community, which is a great channel for discussions outside the bounds of the Amplitude Support offering.
Contact Amplitude Support
After reviewing the above, if you determine you need to contact Support you can do so through our Support form on our Help Center: support.amplitude.com.
Select the Inquiry from Scholarship/Starter users form and fill out the fields accordingly.
Help with unsupported issues
For questions regarding your plan, upgrading, or new features, please refer to the chart below for the best points of contact.
|Best Point of Contact|
Please reach out to the Sales team at firstname.lastname@example.org.
Please reach out to the Sales team at email@example.com or Scholarship team at firstname.lastname@example.org.
For feature requests, please submit them through the in-product Digital Customer Success Center with the Give Feedback form.
All other questions: Check out our Amplitude Community
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. Our Marketing team helps moderate the community.