Technical Support

Talend's technical support centers provide prompt, effective and high-quality support services to Talend users through support contracts.

By subscribing to Talend support services, organizations using Talend's solutions benefit from the knowledge of Talend's technical experts, who are directly connected with Talend's Research & Development organization. These services are designed to bring effectiveness, security and peace of mind to subscribers.

Support Feature Description Silver Support Gold Support Platinum Support Mission Critical
Access to a Certified Version Users are ensured that they are always able to use the latest certified versions and can better plan their upgrades.
Automatic Upgrades Provides automatic, real-time upgrades on the latest Talend product features.
Bug Tracking Allows users to report and track the evolution and resolution of any problem they may encounter. Complete transparency is provided along the entire resolution process.
Web Support Forum Hosted by the Talend support organization, the support forum provides users with a place to discuss any issue they encounter in the course of developing their projects and benefit from the active, ongoing involvement of Talend experts.
Guaranteed Response Times Users benefit from guaranteed times to acknowledge incident tickets
Guaranteed Diagnostic Turnaround Times Users benefit from guaranteed times to provide a diagnostic.  
Unlimited Incidents Users can get unlimited access to technical support.  
Email Support Support is provided via email during Business hours.  
Phone Support Phone availability during Business hours.    
Designated Support Engineering team Complete follow up by a dedicated team      
Prioritized support services Fastest access to Talend R&D on SEV 1      
Escalation management Real time management escalation      
High support availability 24x7x365 Severity 1 Web, Email and Phone Availability ( English only )      

Depending on the level of support contract, services may include:     

  • Access to a Certified Version / Automatic Upgrades
    This service provides automatic, real-time upgrades on the latest Talend product features. With this service, users are ensured that they are always able to use the latest certified versions and can better plan their upgrades.
  • Bug Tracking
    The bug tracking service allows users to report and track the evolution and resolution of any problem they may encounter. Complete transparency is provided along the entire resolution process.
  • Support Forum
    Hosted by the Talend support organization, the support forum provides users with a place to discuss any issue they encounter in the course of developing their projects and benefit from the active, ongoing involvement of Talend experts.
  • Guaranteed Response Times / Guaranteed Diagnostic Turnaround Times
    Depending on the level of support, users benefit from guaranteed times to acknowledge incident tickets, and/or from guaranteed times to provide a diagnostic.
  • Unlimited Incidents
    Depending on the level of support, users can get unlimited access to technical support.
  • Web Support / Email Support / Phone Support
    Depending on the level of support, support is provided via a Web forum, email, or phone.
  • High Support Availability
    Depending on the level of support 24x7x365 support is provided for severity 1 via Web, email and phone.