Contacting Density Support
Density 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
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.
Support Features
| Feature | Standard Support |
|---|---|
| General Support |
Up to 24-hour response time Chat and email M-F 9 a.m. - 8 p.m. EST Help center available 24/7 |
| Phone/video support in English | When required for ticket resolution |
| Networking Support Hours | M-F, 12 p.m.-8 p.m. EST |
| Sensor Health | In-app admin interface to view sensors + health status located at Atlas > Settings > Sensors |
| Sensor Troubleshooting | Self-Serve sensor troubleshooting resources via Help Center, email, and chat assistance |
| API, SSO, and integrations | Email and chat support |
| Feature/OS Updates | Release notes and OS updates available on the website |
| RMA Troubleshooting | Support helps identify and process RMA sensors, email and chat assistance |
| RMA Shipping |
|
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)
- Finding an onsite technician
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