Amplitude Technical Support: Premium Success plan

  • Updated

This article describes the services available to customers on Amplitude's Premium Success package. If you don't have the Premium Success package but are interested in learning more, check out this blog post and reach out to your Account Manager.

Available Support services

This article only focuses on Amplitude Technical Support offerings. Training and Expert Services offerings are not covered here. 

Ticket support

Premium plans receive advanced support, including:

  • Initial response time of one business day
  • Global coverage Monday through Friday
  • Amplitude's most experienced, most knowledgable support engineers

Mission-critical support

Customers on Premium plans receive:

  • Round-the-clock support for urgent (P0) issues
  • Expedited two-hour initial response times
  • Weekend and holiday on-call coverage

To submit a mission-critical support request, go to the official Amplitude Technical Support page or the in-product Digital Customer Success Center and file a Support request under Contact Us. Make sure your request type is "Bug Report - Critical."

NOTE: Amplitude Technical Support has the right to downgrade urgency of a request that does not qualify for the above definition.

Live chat

Live chat is available for users on Premium plans, from 6AM - 5 PM Pacific time (GMT -8).

When to use chat

Issues that are most appropriate for chat include:

  • Feature clarification
  • Clarification of basic concepts
  • Short troubleshooting issues
  • Administrative or service tasks

Issues that might be better handled as a support ticket include:

  • Data discrepancies
  • Deep-dive troubleshooting
  • Bug reports
  • Conversations that would take longer than one hour

Plan-related questions

For questions regarding your plan, billing, or new features, select "Plan-related Questions" in the Chat Bot. The Chat Bot will surface your Amplitude account team contacts. 

Feature requests

Submit feature requests through the in-product Digital Customer Success Center by selecting "Feature Request" in the Chat Bot.

Start a chat session

To start a chat session, click the Amplitude Help icon in the top-right corner to open the in-product Digital Customer Success Center

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Slack integration support

Customers on Premium plans who have a shared Slack channel with Amplitude can use it to connect with the Amplitude Technical Support team. Responses will appear directly in the same Slack thread, so you do not have to navigate away from Slack to review them. 

Create a ticket from Slack

  1. Create a new Slack message thread in the Slack channel.
  2. Add the :ticket: emoji to your thread. The Amplitude/Thena bot will reply in the thread to assist you in the process.

    Screenshot 2024-01-04 at 3.42.04 PM.pngslack_emoji 

  3.  Click New Tech Support Ticket to create a new Support ticket.

    Screenshot 2024-01-04 at 3.43.02 PM.png

  4. A new dialog box will appear. Add as much detail as possible about your issue, then click Submit.

    Screenshot 2024-01-04 at 3.43.48 PM.png

This will create a new Zendesk support ticket. For your reference, the Ticket ID will be visible. All further discussion in the Slack thread will automatically synch with the ticketing system. This ticket will be assigned to one of our support engineers and will follow the standard ticket SLAs as stated above.

 

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Zendesk Customer Portal

The Zendesk Customer Portal is an easy way for you to view and manage all the requests you make to Amplitude Support. For more information, see Amplitude Support: Zendesk Customer Portal.

Customers on the Premium Success plan can allow admins to view and edit all requests made by users within the same organization. If you are interested in this setup, reach out to your CSM or CSA. 

Zoom meeting requests

Amplitude Technical Support does not officially provide phone or video support. The team offers ticket and email support, as issues usually require research through logs and isn't efficient on a call. Additionally, Amplitude Technical Support is a small team servicing all Amplitude customers. For these reasons, we appreciate your understanding of our policy limiting acceptance of Zoom meeting requests. That said, we understand certain situations would benefit from a call, and would offer to schedule a one time meeting in those situations.