Welcome to Amplitude. This article will cover policies for receiving Amplitude Technical support via tickets and email.
Ticket / Email channel policies
Different support channels are available for different plan types:
| Services | Starter/ Scholarship | Plus | Growth | Enterprise | Premium Success |
| Ticket support availability | Only for critical bug issues or administrative tasks - see below | 9-to-5 regional | 9-to-5 regional | 9-to-5 regional | 24-hour support, Monday through Friday |
| Ticket support SLA | - | No committed SLA | Two business day SLA for initial response time | One business day SLA for initial response time | One business day SLA for initial response time |
| Mission-critical support availability | Supported | 9-to-5 regional | 9-to-5 regional | 9-to-5 regional | Round-the-clock |
| Mission-critical support SLA | - | No committed SLA | Two business day SLA for initial response time | One business day SLA for initial response time | Two-hour SLA for initial response time including weekend/holiday on-call coverage |
| Personalized Support | - | - | - | - | Regional team of designated agents |
| Slack integration support | - | - | - | - | Ability to create a Zendesk Support ticket through shared Amplitude Slack channel |
| Zoom meeting request | - | - | Under Support's discretion | Under Support's discretion | Under Support's discretion |
Ticket support
Ticket support offerings are bundled with Premium, Enterprise, Growth, and Plus plans. 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)
Premium inquiries are handled globally. Enterprise, Growth, and Plus tickets will be handled in the office corresponding to the location in which they are submitted.
For Scholarship and Starter users, please visit Amplitude Support: The Scholarship/Starter plan page for more information on our policy.
Ticket support SLA
Amplitude will use commercially reasonable efforts to meet the target initial response times.
Mission-critical support availability and SLA
Premium plans receive round-the-clock support for urgent P0 issues, with an expedited two-hour SLA for initial response time, as well as weekend and holiday on-call coverage.
NOTE: This applies only to tickets tagged with the request type of "Bug Report - Critical"
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, while we would love to help customers through any avenue, we are a small (but mighty) team servicing all of our customers - we truly appreciate your understanding for limited 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.
Before you get started
Before you get started, please note the following:
- Click here for the areas in which help is supported by the Amplitude Technical Support team
- Click here for where to get help with issues unsupported by the Amplitude Technical Support team
- When submitting a ticket, there are several steps you can take to help ensure that your issue is resolved efficiently:
- Be specific: if a ticket reads “my chart isn’t working,” support agents cannot investigate the issue until they know which specific chart isn’t working, or what you're seeing on your end that is different from the expected behavior.
- Include links: by default, Amplitude support agents can access most parts of your account. If there's a specific part of the platform you're referring to, you can guide the agent to the relevant section by including URLs in your ticket.
- Clarify with visuals and activity logs: it can be hard to describe an issue with words, particularly if it’s only happening on your browser, your device, or your office network. It's helpful to include screenshots, videos, GIFs, or JSON files in your ticket when possible.
Contact Amplitude Technical Support
If you need to contact Amplitude Technical Support, there are two ways to do it:
- Directly, through this link.
- Digital Customer Success Center if you are a paying customer. You will find a Support form within the Digital Customer Success Center, which you can access from the Amplitude Help icon in the bottom right corner of the product.
When submitting a ticket, please use the same email address you used to log into your Amplitude organization.
Ticket priority definitions
| Priority | Definition |
|---|---|
| Critical |
Major services are down globally, creating business-critical impact across multiple customers with no reasonable workaround available; includes login issues |
| High |
Major services are significantly degraded and impacting significant aspects of business operations; a workaround may or may not be available |
| Normal |
General product questions: how to use a feature, help understanding documentation, submit a feature request, low urgency bug reports, etc |
| Low |
Non-product related questions: Sales inquiries, Marketing questions, etc |
NOTE: Ticket priority does not adjust response times. Ticket SLAs are based solely on plan type. Critical P0 issues will have proactive, more timely updates via status.amplitude.com.
Ticket status definitions
| Priority | Definition |
|---|---|
| Open |
The Support Agent is working on the ticket |
| Pending |
The Support Agent is waiting for the customer to reply; If no reply is received within 2 days a notification will be sent to alert the customer, If no reply is received within 3 days the ticket will be moved to a Solved status Customers can reply to the ticket at any time to re-open it |
|
On-hold |
The Support Agent is waiting for a third -party; This is typically used for bug tickets where further assistance from the Engineering Team is required |
| Solved |
The ticket has been solved and will automatically close after 4 days of no reply; Customers can still reply to the ticket during those 4 days to re-open it before it is moved to a Closed status
|
| Closed |
The ticket is completely resolved and cannot be edited or re-opened. Replying to a closed ticket will open a new ticket |