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
| Problem severity | Summary | Description |
|---|---|---|
| 1-Blocker (S1) | Talend Software and/or Cloud Service are completely unusable. | A production system is down or rendered unusable with no available workaround. Business operations have been halted or substantially impacted. |
| 2-Critical (S2) | Use of the Talend Software and/or Cloud Service are significantly degraded. | A production system is functioning with significantly reduced capacity and no available workaround. Business operations can continue in a limited fashion. For development environments, an error is blocking further development work and putting a significant milestone or deadline at risk. |
| 3-Major (S3) | Non-critical loss of Talend Software and/or Cloud Service functionality. | Partial, non-critical loss of Talend Software and/or Cloud Service functionality. Usage of Talend Software and/or Cloud Service are impaired but business operations can continue. |
| 4-Minor (S4) | General usage question. | A general usage or how-to question. An error is cosmetic in nature or has minimal impact on business operations. |
Response time table
| Support level: | Silver/Gold | Platinum | Mission Critical* |
|---|---|---|---|
| Support availability | Regional Business Hours coverage (see table below) |
Regional Business Hours coverage (see table below) |
Severity 1: 24×7 Other Severities: 24×5 (week days only) |
| Phone | Not available | Available | Available |
| Phone ticket acknowledgement (Severity 1 issues) |
Not available | 2 hours | 1 hour |
| Chat issue response time (Cloud Services only) |
4 hours | 2 hours | 1 hour |
| Web ticket response time (Severity 1 issues) |
4 hours | 2 hours | 1 hour |
*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.
| US and Canada | Europe, Middle East, and Africa | Singapore | Japan | Austrailia | New Zealand |
|---|---|---|---|---|---|
| 6:00 am to 5:00 pm Pacific Standard Time (or Daylight Time, as applicable) |
9:00 am to 6:00 pm Central European Time |
9:00 am to 5:00 pm Singapore Standard Time |
9:00 am to 5:00 pm Japan Standard Time |
9:00 am to 5:00 pm Australian Eastern Time |
9:00 am to 5:00 pm New Zealand Standard Time |
Support coverage statement
As per Talend support policy, if you are a licenced customer…
| We support: | We do not support (Technical Support): Note: contact your Talend representative for assistance with these issues |
|
|---|---|---|
| Diagnosis and resolution of product defects | Custom code development or debugging | |
| Installation and migration issues | Technology preview features | |
| Licence issues | System and network design | |
| How-to questions | Installation/migration walkthroughs | |
| Delivery and installation of patches | Job design or optimisations |
*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.