Start fast
Quick start
We map the sources, build the first flows on real connections, and set the patterns your team repeats on the next fifty. You are in production in days, and you own what we built.
Book a quick startSupport
Support that’s part of the product.
Every Etlworks subscription includes standard email support 24/7/365, a documented SLA, and free upgrades for the life of your subscription. Extended support adds dedicated hours, video calls, phone, priority queue, and professional services time.
Extended support
Put an Etlworks engineer on your project.
Extended support is a forward deployed engineer. Someone from the team that builds Etlworks works inside your account, on your data, against your deadline, and stays with it. You decide how much of the work they take: a fast start, the one project nobody wants, or the whole build.
Hand us the hard one
A specific project
The mainframe extract, the EDI partner with its own rules, the CDC cutover with no downtime window, the migration off a tool nobody left documentation for. Give us that piece and keep your team on the rest.
See how migrations runOr all of it
The whole build
Outsource the pipeline work to the people who wrote the engine. We design it, build it, run it in, and stay on it. Your engineers spend their time on the product your company actually sells.
See what we buildExtended support customers get the highest level of attention we offer: a priority queue, a faster SLA at every severity, and phone and video with engineers who already know your build. Time comes as prepaid monthly hours from $600, ad hoc when you need it, or a fixed-price scope agreed up front. Standard support still covers questions, tickets, and the SLA below at no extra cost.
Standard vs extended
Standard support is included with every plan at no additional cost. Extended support is a paid add-on for teams that need dedicated hours, faster SLAs, video calls, or professional services time.
Included with every plan
Standard support
No additional cost
Included
- Technical support by email: 24/7/365
- Standard SLA during business hours
- Access to all support resources & documentation
- 24/7 service monitoring
- Free automatic upgrades
Not included
- Phone & video conferencing
- Professional services hours
- Priority queue
- Data research & verification
Subscription or ad-hoc
Extended support
From $600/mo · 6 hours included
Adds to standard
- Faster SLA at every severity level
- Video conferencing with engineers
- Phone support during business hours
- Priority queue for tickets
- Professional services hours (build & tune flows for you)
- Optional fixed-price SOW engagements
How we classify issues
Severity is set jointly with you when a ticket is filed and may be re-evaluated if a workaround becomes available. SLA response times below are based on these levels.
Blocker
Severity 1
Production system is down or unusable with no available workaround. Business operations have halted or been substantially impacted.
Critical
Severity 2
Production system is functioning at significantly reduced capacity with no available workaround. Business operations can continue in a limited fashion.
Major
Severity 3
Software usage is impaired but business operations can continue in a limited fashion.
Minor
Severity 4
General usage or how-to question. An error is cosmetic in nature or has minimal impact on business operations.
Response time SLA
Response times by severity level. Standard support uses business-hours response. Extended support adds outside-of-business-hours response for blocker and critical issues.
Channel / severity
Standard
Extended
By email
24/7/365
24/7/365
By phone
Business hours
Business hours
By video conferencing
Not included
Business hours
Blocker
1 hourbusiness hours
30 minbusiness3 hoursoutside
Critical
4 hoursbusiness hours
1 hourbusiness6 hoursoutside
Major
8 hoursbusiness hours
2 hoursbusiness hours
Minor
24 hoursbusiness hours
4 hoursbusiness hours
Business hours: 9 am to 6 pm Eastern Time, Monday–Friday, excluding US national holidays. Email response is 24/7/365 regardless of tier.
How to reach us
Email is the primary channel and the only one available 24/7. Phone and video conferencing are available with extended support during business hours.
Always available
Send to support@etlworks.com. A ticket is created automatically in the Etlworks support portal.
support@etlworks.comBusiness hours
Phone
Voicemail-routed: leave your name and email and we return calls during business hours. Available with both standard and extended support.
+1 (619) 550–4785Extended only
Video conference
Schedule a live call with an engineer. Counts toward your prepaid or ad-hoc professional services hours.
Request a callAlready a customer?
Submit tickets, browse documentation, check release notes, request features, or verify your build version through the Etlworks help center.
Submit a ticket
Email or use the request form. Track your tickets in the support portal.
Open help centerDocumentation
Connector guides, flow recipes, API reference, troubleshooting.
Read the docsRelease notes & changelog
Build dates, version highlights, and what shipped recently.
View changelogFeature requests
Vote on roadmap items publicly, or email your account manager.
Open roadmapNeed extended support?
See pricing for the six extended tiers: Silver through Custom, or talk to sales about ad-hoc and fixed-price engagements.