Support
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.
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
No additional cost
Included
Not included
Subscription or ad-hoc
From $600/mo · 6 hours included
Adds to standard
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.
Production system is down or unusable with no available workaround. Business operations have halted or been substantially impacted.
Production system is functioning at significantly reduced capacity with no available workaround. Business operations can continue in a limited fashion.
Software usage is impaired but business operations can continue in a limited fashion.
General usage or how-to question. An error is cosmetic in nature or has minimal impact on business operations.
Response times by severity level. Standard support uses business-hours response. Extended support adds outside-of-business-hours response for blocker and critical issues.
Business hours: 9 am to 6 pm Eastern Time, Monday–Friday, excluding US national holidays. Email response is 24/7/365 regardless of tier.
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
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
Schedule a live call with an engineer. Counts toward your prepaid or ad-hoc professional services hours.
Request a callSubmit tickets, browse documentation, check release notes, request features, or verify your build version through the Etlworks help center.
Email or use the request form. Track your tickets in the support portal.
Open help centerConnector guides, flow recipes, API reference, troubleshooting.
Read the docsBuild dates, version highlights, and what shipped recently.
View changelogVote on roadmap items publicly, or email your account manager.
Open roadmapSee pricing for the six extended tiers — Silver through Custom — or talk to sales about ad-hoc and fixed-price engagements.