Customer support terms

 

1. SCOPE

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:

Troubleshooting
  • Answering queries regarding the general use of DataSift.
  • Providing links to examples and suggested documentation pages.
  • Troubleshooting account and billing issues.
  • Help diagnosing any network or connection issues between your application and the DataSift APIs.
Not covered

2. WHO CAN USE DATASIFT SUPPORT?

  • Community support is available to everyone through our community support discussion forum.
  • Premium support (Premier and Elite) is available to customers on a subscription package.

3. SUPPORT CHANNELS

DataSift has a number of different official support channels:

Documentation

DataSift's comprehensive documentation resources are available at dev.datasift.com. This includes:

  • Detailed technical documentation that explains how to use our APIs and CSDL language at dev.datasift.com/docs.
  • Technical blog posts showcasing our features and functionality, containing several examples and suggested use cases at dev.datasift.com/blog.
Community Support

A community support forum is available at community.datasift.com. This is primarily for peer-to-peer support, but is monitored by DataSift Support staff, who may respond at DataSift's discretion.

Twitter

DataSift maintains and monitors several official Twitter accounts. Though similar to the community support channel, responses to support issues raised through Twitter cannot be guaranteed. Our official Twitter accounts are:

  • @DataSift - The official DataSift Twitter account.
  • @DataSiftDev - DataSift Developer account, releasing news regarding product updates, bug fixes, and technical articles such as DataSift tutorials.
  • @DataSiftAPI - An automated account, publishing announcements about the status of the DataSift platform.
Web

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.

Phone

Phone support is available for Elite support customers who wish to call and speak to a live support agent. Hours of operation are listed in the following section.


4. HOURS OF OPERATION

DataSift has a number of different official support channels:

Documentation

We have support teams in our offices in both San Francisco, CA, and Reading, UK. As such, our support help desk is staffed.

  • UK: 09:00 - 17:30 UK Time from Monday to Friday (excludes UK bank holidays).
  • US: 09:00 - 17:30 Pacific Time from Monday to Friday (excludes US Federal holidays).

24/7 support coverage is an available upgrade with Elite support.


5. PROACTIVE MONITORING

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.


6. PREMIER/ELITE SUPPORT

Premier and Elite support tiers are available for subscription customers. Please contact your sales representative to learn more about the pricing and additional benefits.

 

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