Starburst support details #
Find useful details about our customer support in the following sections.
Customer support portal #
Starburst customers are provided portal access for a designated number of users based on their support offering. These must be distinct users, and not alias email addresses.
Once a customer has gone through onboarding, a provisioning request will be sent to the account contact via email requesting user details. When access is granted, each individual user receives a welcome email with the link to access the portal.
The customer portal allows customer access to troubleshooting guides in our knowledge base, software downloads, and the system for support ticket submission and management for your organization.
Support ticket handling #
Urgent priority tickets #
An urgent priority support ticket engages our on-call notification system 24/7. A rotating team of support engineers, a team lead, and senior leadership are notified. The support engineer reaches out to the customer within the defined SLA, and continues to troubleshoot the issue until resolution. If required, support engages the engineering team.
High to low priority tickets #
Once a support ticket is routed into our ticket queue, a support engineer takes ownership of the ticket, and begins an initial review of the ticket. Upon receipt of all applicable information from the customer, the support engineer troubleshoots the issue until resolution. If required, support engages with the appropriate engineering team.
Ticket escalation #
A customer can request an issue to be escalated to management for review through the support ticket, or by contacting their account team. The request is elevated to a support manager to coordinate internal resources and manage ticket progress until resolution. When appropriate, the Senior Director of Support is apprised of the status and serves as an available escalation point.
| Severity Level | Description | Cadence | Starburst involvement |
|---|---|---|---|
| Urgent (Severity 1) | Production / Mission Critical functionality is down with no obvious or immediate workaround. | Standard SLA |
|
| High (Severity 2) | Major loss of functionality, but can still continue in a degraded or restricted capacity. Not viable long term. | Standard SLA |
|
| Normal (Severity 3) | Production issue where minor functionality is impacted, a development issue, or non-production outage. | Standard SLA |
|
| Low (Severity 4) | Non-critical loss of functionality. Request for information or other non-production requests. | Standard SLA |
|
Product defects #
When a product bug is reported, the support engineer validates the issue, and escalates it to our engineering team via our internal ticketing system.
Depending on the severity of the bug, it is prioritized into the work backlog. Starburst Support updates the customer on the issue until a solution is deployed into the product as outlined in the support table outlined in the support addendum.
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