What Does the Density Support Model Include?

Emily

Updated October 15, 2024 19:57

Contacting Density Support

Density Premium Support customers can contact Support via email at support@density.io or through chat available in Atlas and the help center.

Hours of operation

General Support hours: 6 a.m. - 5 p.m. PST

Technical and Network Support: 9 a.m. - 5 p.m. PST

Service Level Agreement response times

The initial response time guaranteed by the SLA is dependent on the priority level of the ticket. A response does not mean the issue has been resolved.

Ticket priority level	Initial response time
Urgent	2 hours
High	4 hours

During the initial response time for Urgent priority tickets, you can expect us to do the following:

Support will initially respond to the ticket with questions to understand the issue, start troubleshooting, and identify the next steps. To assist with resolving your issue, we may ask for additional information such as screenshots, error messages, or the output of specific console commands.
Depending on the issue, Support may collaborate with others in Engineering or Product.

Standard v. Premium Support

Feature	Standard Support	Premium Support
General Support	Up to 24-hour response time Chat and email M-F 9 a.m. - 8 p.m. EST Help center available	Up to 4-hour response time Chat and email M-F 9 a.m. - 8 p.m. EST Help center available
Phone/video support in English	When required for ticket resolution	By request, please email support@density.io for appointment times
Networking Support Hours	M-F, 12 p.m.-8 p.m. EST	M-F, 12 p.m.-8 p.m. EST Extended hours by appointment
Sensor Health	In-app admin interface to view sensors + health status	In-app admin interface Weekly offline sensor round-up email, sent to site-specific designated contacts
Sensor Troubleshooting	Self-Serve sensor troubleshooting resources via Help Center, email, and chat assistance	Proactive updates, prioritized responses, and issue resolution
Drift Monitoring	Monitoring and troubleshooting count inaccuracies over 10%	Monitoring and troubleshooting count inaccuracies at 5%+ Prioritized response and issue resolution
API, SSO, and integrations	Email and chat support	Guidance and troubleshooting for advanced use cases Phone/video calls by appointment
Feature/OS Updates	Release notes and OS updates available on the website	Release notes and OS updates sent to designated contacts
RMA Troubleshooting	Support helps identify and process RMA sensors, email and chat assistance	Real-time remote support to guide your onsite contacts through physical sensor investigations/ adjustments
RMA Shipping	(US) Ground shipping (International) Economy	(US) Two-day priority (International) Priority

Adding Premium Support to your account

Density Premium Support is a paid, supplemental support offering for Density customers.

Any customer can purchase Density Premium Support, which offers:

A Service Level Agreement (SLA) with initial response times
Escalation and incident management
Weekly sensor health checks
Custom reports

If you're interested in purchasing Premium Support please reach out to your Density Account Team or email us at accountmanagement@density.io

Resolving and closing support tickets

Support may consider a ticket solved after providing an explanation, recommendation, usage instructions, or workaround instructions.

Support may close a ticket if the ticket is outside the scope of support or if multiple attempts to contact you have gone unanswered. If a ticket is closed due to lack of response, you can request that we reopen the ticket.

Scope of support

If your support request is outside of the scope of what our team can help you with, we may recommend next steps to resolve your issue outside of Density Support. Your support request is possibly out of scope if the request is primarily about:

Support of a physical display for Live or Displays
Correcting API implementations (including integrations to other solutions)