DataChannel Support & Escalation Matrix
ETL platforms are complex systems with hundreds of integrations and thus, there may be issues faced by the customers sometimes with some of the components. DataChannel offers its customers the following modes of support in the Professional plan:
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Chat Support
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Ticket based Support
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Email Support
Chat Support
This mode of support is available during working hours on all working days and is best suited for quick queries or doubts regarding the platform functionalities / settings rather than for feature requests or larger issues. Our support team generally responds to queries here within 2 hours. All chat transcripts are also available as emails if needed. To access the Chat widget please click on the Chat icon on the bottom right of the console as shown in the screenshot below.
Ticket Support
Tickets can be raised from within the DataChannel Console and are usually responded to within 6 hours on working days. For us to be able to respond properly to the issues being raised, please enter maximum details like – connector name, subject, Detailed Pipeline description on the issues, and a few screenshots for our support team to resolve.
Email Support
You can raise your concerns by writing to us at support@datachannel.co. We will try and respond to all queries / issues raised within 6 hours on working days.
Escalation Matrix
We do monitor the support tickets and cases very closely and try to provide resolution at the earliest, however, in certain cases if the client needs to escalate an issue below are the points of contact.
| Level | Contact Designation | Contact Email | Remarks |
|---|---|---|---|
Escalation Level 1 |
Customer Support Manager |
Please allow a reasonable time for the issue to be resolved through normal channel before escalation. Urgent issues affecting critical processes can be escalated at any time. |
|
Escalation Level 2 |
Head- Customer Support |
If the ticket is not resolved within 2 working days, the issue can be escalated to this level for priority resolution. |
Please contact us at sales@datachannel.co if you are interested in learning more about this offering and its details.
Still have Questions?
We’ll be happy to help you with any questions you might have! Send us an email at info@datachannel.co.
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