Union Support
Union Support is available for platform issues and functionality questions; subject-matter expertise on user code and workflow optimization; feature requests; subscription changes; and billing inquiries.
Union support model
Our support model is based on how mission-critical specific workflows are to your business and how significantly specific technical issues affect them. We use a Severity-based model to gauge how significantly the defect or issue impacts the functionality of Union Cloud.
Severity 1
Implies a large-scale impact, such as platform down. There is no workaround available, and Union Cloud staff is needed immediately.
Severity 2
Includes isolated platform issues or degraded performance with no workarounds. These include intermittent failures of previously successful workflows as well as scheduling delays.
Severity 3
Events have minor platform impact. Platform or functionality issues may have viable workarounds. These also include time-sensitive user questions, such as scale-up requests and debugging support for situations that affect business operations.
Severity 4
Events have no impact on the platform. Workaround works well for any functionality issues. This category includes general user questions such as compilation/registration errors, configuration adjustments, re-write, planned scale-up requests, failures in user code or questions not answered by documentation.
Union support offerings
Premier
Best for workflows with high business impact
Priority
Ideal for high-priority, mission-critical workflows
Platform and User Support
24x7 follow-the-sun coverage
Sev 1
Sev 1-2
12x5 US-only coverage
Sev 2-4
Sev 3-4
Initial Response Time Target
Sev 1 - Urgent
4 hours
1 hour
Sev 2 - High
8 hours
2 hours
Sev 3 - Normal
24 hours
4 hours
Sev 4 - Low
48 hours
12 hours
Email-based ticketing support
Included
Included
Real-time message-based support: Slack, in-app help widget, et al.
First 3 months only
Included
Ad hoc or scheduled, hands-on office hours for user support
Once a month for the first quarter, 30 min each
Four times a month, 30 min each
General Q&A sessions, training refreshers, QBRs, check-ins, et al.
Once a quarter
Unlimited
Assigned CS ML Engineer with a comprehensive understanding of your workflows and stack
N/A
Included
Assigned CSM to help you meet your business and technical objectives, prioritize feature requests, integrations, et al.
N/A
Included
Pricing
Included
Contact Sales for details