Amplitude's Support team is the trusted, technical expert for all Amplitude products. Our 97% customer satisfaction rating exceeds our industry benchmark.
This article will cover:
- What does Amplitude Support help with?
- How do I contact Amplitude Support?
- What kind of Support can I expect?
- Ticket priority definitions
What does Amplitude Support help with?
All paid plans can contact Support in the in-product Digital Customer Success Center. We help with:
- Best practices on feature use
- FAQs
- Troubleshooting unexpected errors
- Understanding help documentation
- Escalating and managing bug reports
For questions regarding your plan, billing, new features, or feature requests - please reach out to your Customer Success Manager or our Sales team.
How do I contact Amplitude Support?
First, check our status page for any proactive updates on any known issues: status.amplitude.com. If nothing is mentioned, please reach out to Support. Your Support options are available to you via the in-product Digital Customer Success Center.
Our Support team also helps moderate the Amplitude Community - providing answers to questions about product functionality and escalating any questions regarding product bugs.
What kind of support can I expect?
Amplitude Support is made up of 2 components - engaging with our award-winning Global Technical Support team and our on-demand content.
On-demand content
Support works with the Amplitude Product team to ensure the most up-to-date information is available at our users’ fingertips.
- Developer documents for implementing Amplitude SDKs and APIs
- Help guides on how to use charts and features
- Amplitude Community to connect with other users in the space
Award-winning technical support
Paid plans can engage with our team of technical experts across the entire suite of Amplitude products to drive adoption.
- 24/5 email availability
- Enterprise - 1 business day 1st reply SLA
- Corporate & Scale - 2 business day 1st reply SLA
Detailed overview
| Services | Premium | Enterprise | Corporate/ Scale / Growth | Plus | Scholarship | Starter/Free |
|---|---|---|---|---|---|---|
| Amplitude Community | Available | Available | Available | Available | Available |
Available |
| Amplitude Developer Docs | Available | Available | Available | Available | Available |
Available |
| Amplitude Help Center | Available | Available | Available | Available | Available |
Available |
| Mission Critical Support | 2 hour 1st reply SLA including weekend/holiday on-call coverage | Not Available | Not Available | Not Available | Not Available |
Not Available |
| Personalized Support | Regional team of designated Support agents | Not Available | Not Available | Not Available | Not Available | Not Available |
| Email Support Availability | 24x5 | from 9am - 6pm local time across all time zones | from 9am - 6pm local time across all time zones | from 9am - 6pm local time across all time zones | from 9am - 6pm local time across all time zones | Only for critical issues as defined by Ticket priority definitions below |
| Email Support SLA | 1 business day 1st reply | 1 business day for 1st reply | 2 business day for 1st reply | No committed SLA | No committed SLA | Not Available |
| Live Chat | Available during local NAMER & EMEA business hours | Available for some* during local NAMER & EMEA business hours | Not Available | Not Available | Not Available | Not Available |
| Zoom/Meeting Support | Under Support Agent's discretion | Under Support Agent's discretion | Under Support Agent's discretion | Not Available | Not Available | Not Available |
Ticket priority definitions
Note: Ticket priority does not adjust our Technical Support 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 creating business-critical impact with no reasonable workaround available; includes login issues |
| High |
Major services are significantly degraded and impacting significant aspects of business operations; 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 |