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a. Basic support: Basic support happens on our internal chat and are dedicated to escalate tickets to Whaly support team.
b. Premium Support: Premium Support happens on Slack, Calls, Video Conferences (the tool of your choice) to help you debug and escalate tickets to Whaly support team.
c. Data Experts: Allow you to give you insight on how to model your data and give you advice on how to better use the Whaly solution.
To help us help you as efficiently as possible, please be sure to send us all relevant details:
- If your support request relates to a specific page, please make sure to include a link to it.
- Please describe the steps that you are taking, what happens when you take those steps, and what you expected to happen instead.
- If you are running into an error message, please pass along the error message in full.
- Can you send us a screenshot to show us what you're seeing? Or, can you send us a short video to show us the steps that you are taking? These are extremely helpful!
Each plan comes with its SLA therefore you should check your contract to understand which SLA applies to you.