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:

  1. Gather relevant information - Organization name, specific feature or page where you're experiencing issues
  2. Note error messages - Copy exact error text or take screenshots
  3. Document steps - What you were trying to do when the issue occurred
  4. Check recent changes - Any recent configuration changes that might be related

Support Response Times

Standard Support

  • In-app chat: Typically within 1-2 hours during business hours
  • Email support: Within 24 hours for most inquiries
  • Complex issues: 2-3 business days for detailed investigation

Enterprise Support

  • Critical issues: Within 1 hour
  • High priority: Within 4 hours
  • Standard issues: Within 8 hours
  • General questions: Within 24 hours

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.