Announcing Flyte + Union 2.0

Learn what’s coming and join the beta

Get help with Union and Flyte

We’re here to help at every stage of your workflow. Get assistance with troubleshooting, architecture questions, upgrades, and day-to-day platform use.

Chat with an engineer

Support tiers

Standard
Premier
Advanced
Priority
24x7 follow-the-sun coverage
N/A
Severity 1
Severity 1
Severity 1–2
12x5 coverage (PT)*
Severity 1-4
Severity 2-4
Severity 2-4
Severity 3-4
Severity 1 - Urgent
24 hours
3 hours
2 hours
1 hours
Severity 2 - High
36 hours
6 hours
4 hours
2 hours
Severity 3 - Medium
48 hours
24 hours
12 hours
4 hours
Severity 4 - Low
48 hours
48 hours
24 hours
12 hours
Email-based ticketing support
Real-time message-based support: Slack / MS Teams
First 3 months only
Union in-app help widget
Knowledge base, docs, tutorials, workflow examples
Assigned AI Solutions Engineer with a comprehensive understanding of your workflows and stack
N/A
Shared Group
Dedicated
Dedicated
Slack/DM support
Unlimited
Unlimited
Unlimited
Unlimited
Video conference support
N/A
Three / first 3 months
Once / month
Four / month
General Q&A sessions, training refreshers, QBRs, needs/roadmap check-ins, et al.
N/A
1 x Quarterly
60 min each
1 x Month
60 min each
2 x Month
60 min each
*US bank holidays are excluded

Support model

1

Urgent

Platform is down, inoperable, inaccessible, or unavailable; operation has materially ceased. There is no workaround available, and Union support personnel are needed immediately.

2

High

Platform is severely limited or degraded, major functions are not performing properly, situation is significantly impacting Customer’s operations. No workaround is immediately available. Severity 2 issues include intermittent failures of previously successful workflows as well as scheduling delays.

3

Medium

Minor issues with the Platform. Platform or functionality issues may have viable workarounds immediately available. These also include time-sensitive user questions, such as scale-up requests and debugging support for situations that affect business operations.

4

Low

Events have no impact on the platform; includes standard support requests. Workaround works well for any functionality issues. This category of issues 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.