Priority Levels and Response Times
DataHub Support will provide an initial response / acknowledgment of your reported issue within the time frames below. Tickets are prioritized based on the "Request Priority" you select when submitting the ticket, and the time a ticket was submitted.
A. Enterprise DataHub Customers: Service Levels
| Request Priority | SLA First Response Time | Priority Definition |
| 1-Urgent | Within 1 hour | Critical issues affecting operations, system downtime, data loss. |
| 2-High | Within 4 hours | Significant issues impacting multiple users affecting core functionalities. |
| 3-Normal | Within 1 business day | Issues affecting specific features or a single user. |
| 4-Low | Within 2 business days | Minor issues, questions about Services use or implementation, feature requests, general inquiries. |
B. "Startup" Tier DataHub Customers: Service Levels
| Request Priority | SLA First Response Time | Priority Definition |
| 1-Urgent | Within 4 business hours | Critical issues affecting operations, system downtime, data loss. |
| 2-High | Within 1 business day | Significant issues impacting multiple users affecting core functionalities. |
| 3-Normal | Within 2 business days | Issues affecting specific features or a single user. |
| 4-Low | Within 5 business days | Minor issues, questions about Services use or implementation, feature requests, general inquiries. |
Business Hours/Business Days
- DataHub Support’s business hours are Monday-Friday 7 AM to 7 PM US Pacific time, excluding company holidays (unless otherwise agreed to by DataHub with Customer in writing).
- Weekend and Holiday coverage is provided for tickets meeting ALL of the following conditions:
- The Request Priority is specified as “Urgent" or "High"
- The Customer has an Enterprise license and subscription for DataHub (Support for DataHub's "Startup" tier of customers is provided only during DataHub's business hours)
Holidays
Holidays, like weekends, are outside of business hours, but responses are still provided for issues marked with a Request Priority of "Urgent" or "High." DataHub holidays include the following:
- New Year’s Day (January 1)
- Martin Luther King Jr. Day (third Monday of January)
- President’s Day (third Monday of February)
- Memorial Day (last Monday of May)
- Juneteenth (June 19)
- Independence Day (observed July 3 in 2026)
- Labor Day (first Monday of September)
- Indigenous Peoples' Day (second Monday in October)
- Veteran’s Day (November 11th)
- Thanksgiving Day (fourth Thursday in November)
- Day after Thanksgiving (the day following Thanksgiving Day)
- Christmas Day (December 25)