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Whether you lift and shift, lift and improve, or opt to deploy new workloads to the cloud, maintaining consistent data access, policies, and metadata enables self service to accelerate cloud adoption.
February 9th - How to accelerate your cloud data adoption journey
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.
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.
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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
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.
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.
The data.world support team exclusively monitors tickets from the following channels:
Via email at email@example.com
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.