Support Channels
DataHub Support will respond to requests submitted by customers through the DataHub Support Portal at https://support.datahub.com or through the in-product support interface only. Slack, email, and phone support are not available for the Startup Tier.
Support Hours
DataHub's Support/CCE Team shall be available during business hours between the hours of 7 a.m. and 7 p.m. Pacific Time, Monday through Friday, excluding company Holidays. After-hours and weekend support is not available for the Startup Tier.
Support Tickets and Limits
Customers who purchased a Startup tier license & subscription may submit a maximum of ten (10) Tickets per year to our professional Support team. Support Tickets encompass all issues logged with DataHub Support, including reported defects and feature requests. Upon submission of a Support Ticket, DataHub Support will:
- Investigate solutions and potential workarounds for identified defects or product limitations
- Provide heightened visibility and prioritization for issues logged as Support Tickets, with a dedicated point of contact (the ticket owner/assignee) to deliver the latest information regarding the issue. You will be guaranteed a response from our team.
- Consult with DataHub engineers to ascertain if a reported defect stems from unintended use of product functionality, determine the appropriate solution, and subsequently furnish it to Customer.
If you wish to report any issue without impacting the number of Support Tickets remaining for your account, please submit the defect report through the public channels available to the DataHub Community. Defects reported via the DataHub Community will be addressed according to standard prioritization guidelines, with timing contingent upon resource availability. No limits are imposed on community inquiries or contributions.
To remove any Support Ticket limits for your organization (allowing you to submit an unlimited number of tickets per year), you may upgrade to our Enterprise tier at any time. If you are interested in upgrading, please contact DataHub Sales.
Service Levels / Response Times
DataHub Support will provide an initial response / acknowledgment of your reported issue within the time frames specified on this page. Tickets are prioritized based on the "Request Priority" you select when submitting the ticket, and the time a ticket was submitted.
Startup Tier FAQ
How many Support Tickets do I get with a Startup tier subscription?
You are allowed 10 Support Tickets per year with your Startup tier license.
What qualifies as a Support Ticket?
Any issue you log directly with DataHub Support counts toward your quota, including bug reports, feature requests, and technical issues.
What are the benefits of using a Support Ticket?
- Dedicated support: A named engineer will own your case
- Guaranteed response: We commit to responding to every ticket
- Priority handling: Your issue receives heightened visibility
- Engineering escalation: We'll consult with our product Engineers to diagnose and resolve complex issues
- Workarounds provided: We'll identify solutions or temporary fixes while working on permanent resolutions
How can I get help without using a Support Ticket?
Submit your issue through our public DataHub Community channels (Slack, GitHub, or community forums). There's no limit on community inquiries, and our users and developers actively monitors these channels. Response timing depends on issue priority and team capacity.
When should I use a Support Ticket vs. Community channels?
Use Support Tickets for:
- Critical production issues
- Complex bugs requiring deep investigation
- Issues where you need a guaranteed response and dedicated owner
Use Community channels for:
- General questions
- Non-critical issues
- Feature discussions
- Issues that might help other users too
Can I get unlimited Support Tickets?
Yes! Upgrade to our Enterprise tier for unlimited ticket submissions. [Contact Sales]