Enterprise, Growth, and Plus/Pro 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:
| Services |
Amplitude Free/Scholarship Statsig Free |
Amplitude Plus Statsig Pro |
Amplitude Growth |
Amplitude Enterprise Statsig Enteprise |
| Ticket or Email Support | Basic ticket assistance during business hours | Basic ticket assistance during business hours | 2 business day initial response SLA | 1 business day initial response SLA |
| Slack Channel Support | 1 business day initial response SLA |
|||
| Zoom Meeting | Available upon request and under Support's discretion | Available upon request and under Support's discretion | ||
| Support Issues Audits & Recommendation | Available upon request | Available upon request | ||
| Mission Critical 24x7x365 with 2hr initial response | Available as part of Mission Critical Add-on* | Available as part of Mission Support Critical Add-on* | ||
| Critical Event Monitoring | Available as part of Mission Critical Add-on* | Available as part of Mission Critical Support Add-on* |
* Mission Critical Support Add-on is available for purchase; please contact your Account Manager for details. The Mission Critical Support means 24/7 technical support with 2 hour initial response time on critical issues plus Critical Event Monitoring - upon receiving at least five (5) business days prior written notice of a Customer's Critical Event. “Critical Event” means a product launch, a major campaign, or a peak shopping day. The support monitoring activities to be provided by Amplitude are: monitoring anomalies, escalation of issues to Amplitude engineering teams and providing summary reports of ingested event volume.
Please reference the following if you currently have an Amplitude PSP or Statsig Premium as part of your contract:
Technical Support Business Hours
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 and Mission Critical Add-on customers.
Supported issues by the Technical Support team
Here's a quick overview of what the 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:
- Submit your request directly to the Product team in Amplitude using the Digital Customer Success Center
- 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.