Support statements

Support level agreement

Talend is committed to offering Support Services to its customers based on the response time guidelines indicated in the Response Time Table below. Response time depends on the support level (as further described below, “Gold”, “Platinum” or “Mission Critical”, collectively, as applicable, the “Support Level”) that Customer has purchased and for which appropriate fees have been paid as set forth on an applicable Order Form. Talend addresses problem resolutions through a number of mechanisms, including defining workarounds, developing Patches, or through an upcoming GA Software release based on issue severity and priority. If a defect is identified in GA Software, it will be logged by Talend Customer Services personnel, who will then coordinate with the development team to address the issue.

Scheduling of the defect resolution will be based on severity and priority. At Talend’s discretion, a Service Pack may be delivered, in cases of high severity or significant impact to multiple customers, where a workaround is not available. If at any time, you feel that you are not receiving a level of service that meets your expectations, you may ask to have your case escalated or ask to be contacted by Talend Customer Service management. Any Customer requested escalation receives direct management attention and consideration. Talend Customer Service personnel are committed to ensuring that you receive the quality support necessary to be successful.

Problem severity

Response time table

*Includes Stitch Ultimate and Platform Plans

Regional business hours

Talend Support is available Monday through Friday during regional business hours, excluding local holidays. After-hours support for severity 1 issues is available to Mission Critical customers by contacting Talend’s support hotline.

Support coverage statement

As per Talend support policy, if you are a licenced customer…

*How-to questions are limited to general enquiries about Talend products and components. Job design, optimisation, and best practises are considered outside of support scope.

Product end-of-life planning

You can find this information in the Talend documentation.

Talend Cloud compatibility

You can find this information in the Talend documentation.