The trusted, technical expert across the breadth of Amplitude products. Our vision is to meet customer needs with an industry-leading experience that removes blockers to product adoption and drives value realization through timely, expert advice.
A Technical Support Engineer/Specialist provides enterprise-level experience to our customers through our extensive product knowledge of Amplitude. Agents leverage their specialized knowledge and skills to research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. We balance tech expertise with analytical thinking to locate and diagnose problems and then recommend the best course of action. Our goal is to remove blockers to product adoption and drive value realization for our customers.
What Do Support Agents Help With?
Amplitude Technical Support is available to answer any of your questions about our Generally Available (GA) products in line with the following topics:
- Capabilities and functionality of our products
- Best practices on feature use
- FAQs and understanding help documentation
- Basic “how-to” and configuration guidance
- Troubleshooting unexpected errors and issues with Amplitude's service and products
- Escalating and managing bug reports
All paid plans can contact Support in the in-product Digital Customer Success Center.
While Amplitude Support agents are limited to reviewing code snippets for troubleshooting purposes related to Amplitude products, they are unable to write/rewrite your code, update your application, or architect or deploy solutions.
Amplitude support may not instrument your use case, but will do everything in their power to assist you. We can't wait to see what you analyze!
Award-Winning 1:1 Support
Paid plans can engage with our team of technical experts across the entire suite of Amplitude products to drive adoption.
- Premium Success - 1 business day 1st reply SLA
- Enterprise - 1 business day 1st reply SLA
- Growth - 2 business days 1st reply SLA
- Live Chat Available for Premium Success customers
*Please read more about the Ticket/Email policies in the article linked here.
Support for Third Party (non-Amplitude) Products and Services
Amplitude connects with many third party service integration that customers may use (example: sending App Open data using a mobile attribution service). In these cases, Amplitude Support can help with the following topics:
- Amplitude settings and configurations
- Authentication using Amplitude account credentials
- Basic troubleshooting service, delivery or call issues
Outside of the above, our help is likely to be limited. When it comes to third party applications and services, especially integrations not created by Amplitude, we are unable to provide support for account status issues, or usage/configuration instructions.