The Alteryx Global Customer Support Team ("Customer Support Team") is available to provide Customers with Support assistance and guidance on various issues and questions regarding supported versions of Alteryx Products.
Products Covered
Alteryx Desktop & On-Premises
Designer
Promote
Server
Alteryx License Server
Connect
Alteryx Analytics Cloud
Analytics Cloud Platform
Designer Cloud
Trifacta Classic Experience
App Builder
Auto Insights
Location Intelligence
Machine Learning
Plans
Reporting
Additional Cloud Deployments
Dataprep
Designer Cloud on AWS
Self-Managed Designer Cloud
Customers may submit a Support case for any encountered Alteryx Product issue. Still, cases involving an unsupported environment, configuration, or connection may significantly impact Alteryx's ability to respond and resolve such cases.
In Scope:
Availability (Performance, Outage)
Installation/Upgrade issues
Configuration guidance and issues
How-to questions1
Error messages
Defect diagnosis and resolution
Update questions (Release Notes)
MyAlteryx Success Hub (Case Management)
Out of Scope:
Products having reached end of support via our policy
Installation/Upgrade walkthrough and monitoring2
Administration or consultation beyond Alteryx-recommended configurations
Unexpected behavior due to environmental incompatibility
Diagnosis without sufficient access to pertinent information
Root cause analysis
1Limited to general inquiries about Alteryx products and tools. We recommend leveraging Alteryx Community or Services for additional product and usage questions.
2These 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, specific 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.
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 Friday1 (excluding recognized US and local holidays, as applicable). The applicable local business hours for Support are as follows:
Americas
EMEA (Europe, Middle East, and Africa)
APAC (Asia, Pacific)
8:00 AM – 8:00 PM EST/EDT
8:00 AM – 5:00 PM BST/GMT
8:00 AM – 7:00 PM AEST/AEDT
1Excludes SEV 1 issues for non-Standard support entitlements.
Severity Levels
The following severity levels define cases:
Alteryx Desktop & On-Premises
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 confirmed 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.
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.
Legacy Cloud targets initial response times based on Success Packages and Priority.
Severity
Standard
Core
Premium
Mission Critical
SEV 1
24 hours
12 hours
8 hours
4 hours
SEV 2
2 days
24 hours
12 hours
6 hours
SEV 3
2 days
2 days
24 hours
12 hours
SEV 4
2 days
2 days
24 hours
12 hours
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 issue1
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 diagnosis2
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
1 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.
2 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 Mission Control is the easiest and most efficient way to open up a case. When submitting a case, Customers should provide at least the following information:
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.
Case Reason
The following reasons define cases:
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 identified vulnerability leading to exploitation
Setup and Configuration
Settings and options pertaining to the installation or configuration of a product
Case Status
Case Status Codes indicate the case's progress and may be viewed in Mission Control for each unique case submitted.
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.
