Overview
Support
How to reach Datamotive support, severity definitions, SLAs, and what to include in a ticket.
- Product
- Datamotive Platform
- Version
- v1.0
- Documentation status
- Draft
- Last updated
- Updated
- Reading time
- 1 min read
Support is available 24x7 for production-impacting incidents. Lower-severity tickets are answered during regional business hours.
Severity definitions
| Severity | Definition | Target response |
|---|---|---|
| Sev 1 | Production failover blocked or impossible | 15 minutes |
| Sev 2 | Replication degraded, RPO at risk | 1 hour |
| Sev 3 | Functional issue, workaround available | 4 business hours |
| Sev 4 | Question or feature request | 1 business day |
What to include
- Workspace name and plan name
- Job id and CLI output with
--output json - Source agent log (the last 200 lines)
- Time the issue started, in UTC
- Screenshots of any error banners in the console
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