Overview
The Alteryx Global Customer Support Team provides customers with support, assistance, and guidance for issues related to supported versions of Alteryx products.
Products Covered
Alteryx Desktop & On-Premises
- Designer
- Server
- Connect
- Promote
- Alteryx License Server
Alteryx One Platform
- Designer (Alteryx One)
- Analytics Cloud Platform
- Designer Cloud
- Trifacta Classic Experience
- Auto Insights
- App Builder
- Machine Learning
- Location Intelligence
- Reporting
- Plans
Additional Cloud Deployments
- Dataprep
- Designer Cloud (AWS)
- Self-Managed Designer Cloud
In Scope
- Availability issues (performance, outages)
- Installation / upgrade issues
- Configuration guidance and troubleshooting
- How-to questions
- Error messages
- Defect diagnosis and resolution
- Release/update questions
- MyAlteryx (case management support)
Out of Scope
- End-of-support products
- Installation/upgrade walkthroughs or monitoring
- Administration beyond recommended configurations
- Environment incompatibility issues
- Workflow consulting (design, optimization, migration)
- Unsupported data sources
- Workarounds for unsupported functionality
- Custom development or debugging
- Cases without sufficient diagnostic information
- Root cause analysis
Notes:
- Limited to general inquiries about Alteryx products and tools. We recommend leveraging Alteryx Community or Services for additional product and usage questions.
- These services may be available to you via our Professional Services Team. Contact your Account Team for more information.
Contacting Alteryx Support
The Support channels available to the Customer may be accessed at https://
www.alteryx.com/support using the email address associated with the
applicable Alteryx Product. The Support channels made available to Customers
may be updated from time to time at Alteryx's sole discretion.
All available Support resources are provided in the English language. However,
special resources may be available in other languages occasionally. If the
Customer informs the Customer Support Team of the desired language for a
particular resource, the Customer Support Team will notify the Customer if the
resource is available in the requested language.
Solely to the extent the services enable Alteryx to access any Personal Data
included in Licensee's Content, the obligations of the Alteryx Data Processing
Agreement will apply, available at
https://www.alteryx.com/dpa
.
Data Privacy:
- Governed by Alteryx Data Processing Agreement (DPA)
Support Hours
Support is available in the geographical area of the licensed user who submits
the case or the Customer's primary contact for the submitted case. Support is
offered Monday through Friday* (excluding recognized US and local holidays, as
applicable). The applicable local business hours for Support are as follows:
Region | Hours |
|---|
Americas | 8:00 AM – 8:00 PM EST/EDT |
EMEA | 8:00 AM – 5:00 PM BST/GMT |
APAC | 8:00 AM – 7:00 PM AEST/AED |
- Excludes SEV 1 issues for non-Standard support entitlements
Alteryx Desktop & On-Premises
The following severity levels define cases:
Severity Level Definition
Severity | Level | Definition |
|---|
SEV 1 | Critical | Critical Issues caused by product code failure where the production environment of the Alteryx Product is either completely inoperable or inaccessible to all of Customer's users in one of the following ways: System Crash or Data Loss.
Once con�rmed as a SEV 1 issue by the Customer Support Team, the Customer Support Team will provide status updates every 1 business day until the issue is resolved. |
SEV 2 | High | Product defect causing major but intermittent loss of production service. Operation of the Alteryx Product can continue in a restricted manner.
Once confirmed as a SEV 2 issue by the Customer Support Team, the Customer Support Team will provide status updates every 2 business days until the issue is resolved. |
SEV 3 | Medium | Product defect or issue not causing loss of production service or user has product questions. The Alteryx Product operates as designed but may not perform as expected. However, the user can continue using the product. |
SEV 4 | Low | No/low impact on the performance or function of the Alteryx Product. Includes enhancement or cosmetic suggestions. |
Alteryx Analytics Cloud & Additional Cloud Deployments
Severity | Level | Definition |
|---|
SEV 1 | Critical | Critical processes are completely unavailable. Sensitive data is exposed or there is a critical security issue.
Critical processes include platform and application access, asset development (apps, plans, workflows), and job execution. |
SEV 2 | High | Platform is available but major processes are significantly degraded without a reasonable workaround. Major security issue.
Major processes include libraries, connections, datasets, schedules, jobs, API, administration (account, workspace, user), security settings, and regional parity. |
SEV 3 | Medium | Scenarios in which a reasonable workaround has been established for a SEV 1 or SEV 2 issue. Platform is available but standard processes are moderately impacted. |
SEV 4 | Low | Platform is available but an issue has been identified which has minor or no impact. |
Target Response Times
Severity | Premium | Advanced | Standard | Standard Plus | Premier | Premier Plus |
|---|
SEV 1 | 1 hour - 24x7 | 1 hour - 24x7 | 8 business hours | 1 hour - 24x7 | 1 hour - 24x7 | 1 hour 24x7 |
SEV 2 | 2 business hours | 2 business hours | 8 business hours | 2 business hours | 2 business hours | 2 business hours |
SEV 3 | 8 business hours | 8 business hours | 8 business hours | 8 business hours | 8 business hours | 8 business hours |
SEV 4 | 2 business days | 2 business days | 1 | 2 business days | 2 business days | 2 business days |
Legacy Cloud
Response and Resolution Times
Targeted response times depend on various factors, including:
• Support level
• Severity level
• The complexity of the issue
• The ability of the Customer (in its sole discretion) to provide data and workflow samples to replicate the issue*
• The ability of the Customer's designated technical contacts to provide detailed information promptly and accurately as requested
• The ability of the Customer's designated technical contacts to perform any required diagnostic tests promptly as requested
• In the event the case cannot be resolved through typical channels and procedures, the ability of the Customer (in its sole discretion) to provide the Customer Support Team with supervised remote access to the Customer's machine on which the Alteryx Product at issue is deployed for diagnosis**
• If applicable, the need to consult with Alteryx Engineering, Product Management, Sales, and Fulfillment for further issue resolution
• Cooperation and maintenance of professional decorum in the mutual interest of case resolution
*Provision of data and workflow samples is subject to confidentiality obligations between Alteryx and the Customer. A Customer may not provide personal data or other sensitive or highly regulated information to Alteryx. Customers are strongly encouraged to provide example data.
**In the event the Customer does not, in its sole discretion (whether due to internal policy or otherwise), provide the Customer Support Team with remote access to diagnose an open case, the Customer Support Team may be required to close a case unresolved.
Submitting a Case
For Support, utilizing MyAlteryx is the easiest and most efficient way to open up a case. When submitting a case, Customers should provide at least the following information:
• Attach the Tech Support File generated in Designer
• Identify whether experiencing a system crash, data loss, or security vulnerability
• Full description of the issue and expected results
• Is this an issue with a database? If so, what database and database version, connection (ODBC, OCI, OLEDB, etc.), driver and driver version is utilized?
• Is this issue isolated to one user or one machine?
• Exact wording or screenshot of all issue-related error messages, a screenshot of available storage space on the drive Alteryx is installed, and any applicable log files.
• Outline the steps to reproduce the issue or error.
• Outline the steps to reproduce the issue or error.
Case Reason
Reason Definition
Reason | Definition |
|---|
Defect | Repeatable product behavior that is designated as not working as designed |
Enhancement | Product functionality that doesn't currently exist |
Error | An incorrect or unexpected result, often corresponding with distinct messaging from the product |
How To | Question on the usage of a product feature or function |
Licensing | Entitlement and activation of a product |
Other | Unrelated to the existing Case Reasons |
Security Finding | An identifed vulnerability leading to exploitation |
Setup and Configuration | Settings and options pertaining to the installation or configuration of a product |
Case Status
Case Status Code Definition
Case Status Code | Definition |
|---|
Submitted | A case has been created and assigned a Case Number. |
In Progress | A Customer Support Engineer is actively working to resolve the case. |
Pending Customer | A Customer Support Engineer has responded to the customer and is waiting for further customer input to proceed. |
Internal Review | The Customer Support Engineer is seeking input from an internal resource to proceed. |
Solution Offered | A potential solution has been provided to the Customer. However, the Customer Support Engineer is awaiting confirmation that the case may be closed. |
On Hold | A case is awaiting updates from an upcoming scheduled call. |
Closed | A case has been resolved or closed due to inactivity. |
Accepted Defect | A case has been accepted as a defect by Alteryx Engineering. However, the issue may be resolved in a future release of the applicable Alteryx product. |
Attention Requested | Additional attention has been requested of the Customer Support Team by the Customer. |
Request Attention
Customers with non-Standard support entitlements are able to utilize the "Request Attention" feature for their support cases when certain conditions are met, including increases in severity, priority, and requested communication cadence. This feature is applicable to support cases that fall within the supported guidelines above including, but not limited to, products covered, support hours, severity levels, and target response times.
To request attention, customers can navigate to their open support case within MyAlteryx. The "Request Attention" option will initiate a submission which should include the following information:
- Reason for Attention
- Severity Increase: The impact has increased in scope in terms of functionality and/or affected users.
- e.g. The issue has been confirmed to be impacting all users of the product.
- Lack of Progress: The communication regarding the state of the request requires updating
- e.g. Awaiting next steps towards the resolution of the request.
- Priority Increase: The urgency in which the request requires to be addressed has increased.
- e.g. A deadline, dependent on the request, has been moved up.
- Detailed Summary
• A detailed description of the reason and the changes or new developments that prompted the request for attention.
- Desired Outcome
- The desired resolution or action required from the request for attention.
Upon submission of the request for attention, the Customer Support Team will confirm receipt, assess against the provided criteria, and communicate next actions within the support case.
