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.
Implies a large-scale impact, such as platform down. There is no workaround available, and Union Cloud staff is needed immediately.
Includes isolated platform issues or degraded performance with no workarounds. These include intermittent failures of previously successful workflows as well as scheduling delays.
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.
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
Best for workflows with high business impact
Ideal for high-priority, mission-critical workflows
Platform and User Support
24x7 follow-the-sun coverage
12x5 US-only coverage
Initial Response Time Target
Sev 1 - Urgent
Sev 2 - High
Sev 3 - Normal
Sev 4 - Low
Email-based ticketing support
Real-time message-based support: Slack, in-app help widget, et al.
First 3 months only
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
Assigned CS ML Engineer with a comprehensive understanding of your workflows and stack
Assigned CSM to help you meet your business and technical objectives, prioritize feature requests, integrations, et al.
Contact Sales for details