DataSift is committed to providing an outstanding platform and outstanding customer support. Our technical support guidelines can be found below.
DataSift's technical support covers the use of the DataSift platform, and DataSift's official API client libraries. What we support is limited to the following:
DataSift has a number of different official support channels:
DataSift's comprehensive documentation resources are available at dev.datasift.com. This includes:
A community support forum is available at dev.datasift.com/discussions. This is primarily for peer-to-peer support, but is monitored by DataSift Support staff, who may respond at DataSift's discretion.
At DataSift we are all huge fans of Twitter, and as such monitor DataSift’s official Twitter accounts. Though similar to the community support channel, responses to support issues raised through Twitter can not be guaranteed. Our officialTwitter accounts are:
Our Support help desk is available at support.datasift.com. This is primarily for subscription customers, but our support team will try to reply to every message received here.
We have support teams in our offices in both San Francisco, CA, and Reading, UK. As such, our support help desk is covered from 9:00am - 5:30pm in both the US West Coast and UK timezones (excluding public holidays in the respective countries). Support tickets can be raised at any time, day or night.
The DataSift platform is monitored 24/7, and covered by a Service Level Agreement. Details at datasift.com/terms/sla.
The DataSift platform is monitored 24/7 by a series of automated systems and a dedicated Operations team. Any issues affecting our network, data streams or augmentations are immediately identified and resolved by our Operations team.
In the event of platform issues or downtime, a notification is posted on status.datasift.com, and we automatically Tweet about the issue through @DataSiftAPI. We include a short description of the issue, and its severity.
Premium support is available for subscription customers.