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Last Updated: FeBRUARY 2023

Support policy

data.world is committed to providing an outstanding member experience and taking every opportunity to learn from our community. Essential to that is providing support to members as they’re using the data.world platform. This document outlines our support hours, channels, scope, and preventative measures.

Support hours

data.world support offers 8×5 coverage. Our hours are 9am – 5pm Central Time, Monday – Friday, excluding US Holidays listed below. Support requests may be submitted at any time through the channels outlined in this document. For Extended hours of Operations and Support, please reach out to us to know about our Service Subscription packages

The data.world platform itself is monitored 24×7 as outlined in this document. Current status can be found at status.data.world.

US Holidays

  • New Year’s Day

  • Martin Luther King Jr. Day

  • President’s Day

  • Memorial Day

  • Juneteenth

  • 4th of July

  • Labor Day

  • Indigenous People’s Day

  • Election Day

  • Thanksgiving Day

  • Day after Thanksgiving

  • Christmas Eve

  • Christmas Day

  • New Year’s Eve

  • New Year’s Day

Priority levels

data.world support understands that some issues are more pressing than others, which is why we offer a Customer Urgency field, which will help our support team to determine the priority and a commitment to respond within the indicated time frame for our valued customers. With our SLA, you will receive a faster response time and higher level of support for critical issues that might need to be acknowledged and resolved in a timely manner. Our dedicated team of experts is committed to providing you with the assistance you need when any question or issue arises.

Level* Description Initial response times
Priority 0 Highest impact - Software is inaccessible, outage for multiple customers, platform cannot be accessed by most of the users. For status updates, sign up for alerts on status.data.world 4 business hours
Priority 1 Data is missing from the Software, data is incorrectly presented to the user, or a feature or integration is severely impacted. Intermittent service and most of the features are affected. 8 business hours
Priority 2 Software defects, Search or Browse functionality is degraded. P0/P1 de-escalated with a workaround to P2 (for tracking permanent fix) 1 business day
Priority 3 A service / operations request associated with the platform - creating new organizations, user and platform administration, metadata profile updates etc. 2 business days
Priority 4 Product suggestions - New feature / enhancement request 2 business days

*Priority level is a combination of customer urgency and data.world severity

For extended hours of Operations and Support with enhanced SLA and additional services, please reach out to us to know about Services Subscription Packages

Scope of support coverage

data.world will provide support limited to the following scope of services. Issues outside of this scope will be reviewed and handled best as we can, with no guarantees of successful resolution.

  • General questions and feedback related to the data.world platform.

  • Account management and access assistance.

  • Questions related to the data.world APIs or Integrations.

  • Questions related to SQL or SPARQL queries on data.world.

  • Best practices from the data.world community and customers.

  • Recommendations and support for connecting data sources to data.world.

data.world will not cover:

  • Dataset sourcing requests. While we would love to help all of our members find the exact data they’re looking for, if it’s not on the data.world platform, we unfortunately don’t have the resources to track it down.

  • Fixing issues within 3rd party integrations. In most cases we don’t have access to 3rd-party integration codebases, so data.world will help to troubleshoot any issues to rule out our ability to fix it and report confirmed issues to 3rd-party integration owners.

  • Troubleshooting custom scripts or applications built on top of the data.world platform, outside of the data.world API calls.

Channels for requesting support

The data.world support team exclusively monitors tickets from the following channels:

Proactive Monitoring

data.world employs multiple services to monitor our systems and applications 24×7 for problems and anomalous activity. In the event of any issue affecting data.world’s applications, supporting servers, or databases, on-call members of our Operations and Engineering teams will be notified and respond immediately to diagnose and address any issues.

Any service impacting event is also communicated through status.data.world, with updates posting as the situation progresses to resolution.

Visit status.data.world
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