Amplitude Technical Support offerings

Premium, Enterprise, Growth, and Plus plans can engage with our team of technical experts across the entire suite of Amplitude products to help drive adoption. Our 97% customer satisfaction rating exceeds the industry benchmark.

Read more on who is our award-winning Technical Support team here.

Amplitude Technical Support offerings

Different Amplitude Technical Support offerings are available depending on your plan type. Here's an overview of the services we offer and availability based on plan type: 

*See Amplitude Support: The Scholarship or Starter plan for more information.

Amplitude Technical Support Business Hours

Amplitude Global Support work standard business hours (roughly 9:00 AM to 6:00 PM, Monday through Friday) in Americas (San Francisco), APAC (Singapore), and EMEA (Amsterdam) regions. This "follow the sun" philosophy is intended to help our global customers receive the support they need in their respective time zones.

Hours of coverage are:

• 9am to 5pm, Monday through Friday, Pacific Time (UTC-8)
• 9am to 5pm, Monday through Friday, Singapore Standard Time (UTC+8)
• 10am to 6pm ,Monday through Friday, Central European Time (UTC+1)

Weekends and Holidays

Saturdays, Sundays, and local holidays are not considered "standard business hours". On these days, our staffing is limited and will delay responses. Amplitude observes most of the regional holidays in San Francisco, Singapore, and Amsterdam.

The only exception is mission-critical on-call weekend and holiday support for our Premium Success customers.

Supported issues by the Amplitude Technical Support team

Here's a quick overview of what the Amplitude Technical Support team can help with:

• Feature clarification
• Conceptual
• Troubleshooting 
• Bug reports
• Critical bug reports
• Service tasks and administrative items

Support does not assist with: 

• Third-party application integrations or third-party apps
• Product training
• Onboarding end-users to the product
• Industry-specific advice or customer-specific advice
• Interpreting data to make business decisions
• Plan-related questions
• Feature requests

Unsupported issues and where to get help instead

Plan-related questions 

For questions regarding your plan or new features: 

• Starter/Free: Please reach out to the Sales team.
• Scholarship: Please reach out to the Sales team or the Scholarship team. 
• Plus and Growth: Please reach out to your Account Executive.
• Enterprise and Premium: Please reach out to your Account Executive or Customer Success Manager.

For questions regarding billing, see https://gethelp.amplitude.com/hc/en-us/articles/34615978544923-Amplitude-team-offerings#heading-3 

Feature requests

Do you have feedback you would like to share about Amplitude or want to submit your use case as a feature request? You can submit your request using the options below:

1. Submit your request directly to the Product team in Amplitude using the Digital Customer Success Center
2. Add your idea and upvote on other ideas in the Amplitude Community

You can stay updated on product updates by following the Product Updates page on the Amplitude Community.

Thank you again for providing incredibly valuable feedback in helping our product grow!

Community

The Amplitude Community is a great channel for discussions outside the bounds of the Amplitude Support offering.