Matillion Support is committed to your success
Get the peace of mind that your team can deliver critical data on time. Matillion Support provides a world-class experience through expert assistance and proactive community engagement to help with your data productivity.
Matillion Support Offerings
Matillion Support is designed to power your success at every level. Get immediate access to our complimentary Basic tier for a full suite of self-service resources, including our Knowledge Base and Community Forum. For customers requiring dedicated assistance, our Standard support tier delivers prompt, expert help with defined service targets. For organizations with the most critical requirements, the Premium tier is available as a paid upgrade, delivering prioritized, round-the-clock coverage for P1 issues and advanced, dedicated resources.
Basic
Support Features
- Free Offering
- Community Forum Discussions
- Knowledge Base
- Product Documentation
- 24x7 Support Portal
Standard
Support Features
- Included with Contract
- Community Forum Discussions
- Knowledge Base
- Product Documentation
- 24x7 Support Portal
- Normal and Urgent Priority Levels
- 9x5, Regional Coverage
- Standard Case Prioritization
- Screensharing and Colalboration
- Limited availability for urgent issues only
Availability & Response Targets
- Normal - Within 2 Business Days
- Urgent - Within 6 Business Hours
Advisory Features
- Best Practices & Architecture
- Standardized Guides, Foundational Webinars
- Support Focus
- General Configuration & Incident Support
Premium
Support Features
- Paid Offering
- Community Forum Discussions
- Knowledge Base
- Product Documentation
- 24x7 Support Portal
- Normal, Urgent & Critical (P1) Priority Levels
- 24x7 Coverage for Critical Issues
- Prioritized Case Queue
- Screensharing and Collaboration
- Available by request for urgent and critical issues
Availability & Response Targets
- Normal - Within 1 Business Day
- Urgent - Within 4 Business Hours
- Critical - Within 2 Hours
Advisory Features
- Best Practices & Architecture
- Standardized Guides, Foundational Webinars
- Support Focus
- General Configuration & Incident Support
- Prioritized Troubleshooting & Performance Guidance
Get the support you need
It is easy to use, easy to implement with a variety of technologies, and the support system is quick and convenient.Joshua Stewart Business Intelligence Manager | Mobile Posse see all success stories
What our customers are saying
TrustRadius is a credible technology decisioning platform for buyers, providing vetted product information and customer-generated content.
