Getting Help
Find support, contact information, and resources for using Precog effectively.
Whether you're getting started with Precog or need assistance with advanced configurations, we provide multiple support channels to help you succeed with your data integration projects.
Support Channels
In-App Support Chat
The fastest way to get help is through the support chat available directly in your Precog workspace.
Best for:
- Quick questions about features or functionality
- Immediate troubleshooting assistance
- General usage guidance
- Account-related questions
How to access:
- Look for the chat widget in the bottom right corner of your workspace
- Available during business hours with quick response times
- Automatically includes your organization and user context
Email Support
For detailed questions or when you need to share sensitive information, email support provides comprehensive assistance.
Best for:
- Complex technical configurations
- Detailed troubleshooting scenarios
- Sharing logs, configurations, or screenshots
- Non-urgent questions requiring thorough responses
Enterprise Support
Enterprise customers receive dedicated support resources and priority assistance.
Enterprise benefits:
- Dedicated support team - Direct access to specialists familiar with your setup
- Priority response times - Guaranteed response within agreed SLA timeframes
- Success manager - Dedicated contact for strategic guidance and optimization
Specialized Support Areas
Compliance and Security
For compliance-related questions, security configurations, or audit assistance:
- Compliance team - Direct access to specialists for SOC 2, HIPAA, GDPR, and NIST 800-171 questions
- Security consultations - Guidance on SAML setup, domain configurations, and access controls
- Audit support - Assistance during compliance audits and security reviews
- Documentation requests - Help obtaining specific compliance certificates or attestations
Technical Integration
For complex data pipeline configurations and technical implementations:
- Integration specialists - Expert guidance on source and destination configurations
- Pipeline optimization - Performance tuning and best practices consultation
- Custom connector development - Assistance with specialized data source integrations
- Architecture review - Guidance on optimal data flow design and organization structure
Billing and Account Management
For subscription, billing, and account-related assistance:
- Billing support - Questions about invoices, payment methods, and subscription changes
- License management - Assistance with usage limits, upgrades, and feature access
- Account administration - Help with organization setup, team management, and permissions
- Contract questions - Enterprise agreement discussions and modifications
Self-Service Resources
Documentation
Comprehensive guides covering all aspects of using Precog:
- Getting Started guides - Step-by-step onboarding and initial setup
- Feature documentation - Detailed explanations of all platform capabilities
- Best practices - Recommended approaches for common use cases
- Troubleshooting guides - Solutions for common issues and error scenarios
Knowledge Base
Searchable articles and FAQs covering frequently asked questions and common scenarios.
Video Tutorials
Visual guides for key features and workflows, available in your workspace and on our website.
Community Resources
- User community forums - Connect with other Precog users
- Best practices sharing - Learn from real-world implementations
- Feature discussions - Participate in conversations about platform development
When to Contact Support
Immediate Assistance Needed
Contact support immediately for:
- Service outages affecting your data pipelines
- Data processing errors that impact business operations
- Security concerns or suspicious activity
- Urgent compliance questions related to audits or regulatory requirements
General Questions
Use support for:
- Feature questions - Understanding how specific capabilities work
- Configuration help - Setting up sources, destinations, or pipelines
- Best practices guidance - Optimizing your Precog implementation
- Account management - Team access, billing, or subscription questions
Before Contacting Support
To help us assist you more effectively:
- Gather relevant information - Organization name, specific feature or page where you're experiencing issues
- Note error messages - Copy exact error text or take screenshots
- Document steps - What you were trying to do when the issue occurred
- Check recent changes - Any recent configuration changes that might be related
Support Response Times
Business Support
Available for existing customers on current plans.
- Support Hours: 9am–5pm (GMT or EST), Monday–Friday
- Channels: Email, in-product chat
- P1 (Critical) Acknowledgement: 1 business day
- P2 (High) Acknowledgement: 3 business days
- P3 (Normal) Acknowledgement: 5 business days
Enterprise Support
Included with all new subscriptions. Production-ready support for enterprise data pipelines.
- Support Hours: 9am–5pm (GMT or EST), Monday–Friday
- Channels: Email, in-product chat
- P1 (Critical) Acknowledgement: 4 business hours
- P2 (High) Acknowledgement: 8 business hours
- P3 (Normal) Acknowledgement: 2 business days
- P4 (Low) Acknowledgement: 5 business days
Enterprise Plus Support
Priority support with the fastest response times for business-critical operations.
- Support Hours: 9am–5pm (GMT or EST), Monday–Friday
- Channels: Email, in-product chat, Slack
- P1 (Critical) Acknowledgement: 30 minutes
- P2 (High) Acknowledgement: 1 business hour
- P3 (Normal) Acknowledgement: 4 business hours
- P4 (Low) Acknowledgement: 1 business day
Priority Definitions
| Priority | Description |
|---|---|
| P1 — Critical | Business-critical pipeline down, 5+ production datasets non-functional, data integrity issues, security exploits, complete loss of access |
| P2 — High | Non-production environment down, partial production outage (>50% degraded load rate), critical feature not functioning |
| P3 — Normal | New dataset/source requests, missing rows or columns, information requests, non-critical bugs |
| P4 — Low | General questions, feature requests, minor UI/UX issues |
Effort Standards
- Continuous effort (P1): Upon acknowledgement, the team immediately commences and does not stop working the issue until it is resolved or a workaround is in place. P1 is the sole focus until resolved.
- Diligent effort (P2/P3): Upon acknowledgement, the team promptly commences work and maintains steady, focused progress toward resolution. Other work may continue, but the issue receives regular, meaningful attention.
Resolution means a correction, workaround, or an action plan reasonably acceptable to the customer.
Enterprise Support Features
Dedicated Support Team
Enterprise customers work with a consistent support team familiar with your specific setup and requirements.
Professional Services
- Implementation assistance - Help setting up complex data pipelines
- Custom integration development - Building specialized connectors or transformations
- Training and onboarding - Comprehensive team training on Precog features
- Architecture consulting - Strategic guidance on data integration approaches
Success Management
- Regular check-ins - Proactive support and optimization recommendations
- Feature adoption - Guidance on leveraging new platform capabilities
- Performance monitoring - Ongoing analysis and optimization suggestions
- Strategic planning - Long-term data integration roadmap development
Providing Feedback
We value your feedback to help improve Precog:
- Feature requests - Suggest new capabilities or improvements
- Bug reports - Help us identify and fix issues
- Documentation feedback - Suggest improvements to guides and documentation
- User experience insights - Share your experience using the platform
Your feedback helps us prioritize development and ensure Precog continues to meet your evolving data integration needs.