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Frequently Asked Questions
Quick answers to common questions about our support and services.
Our standard support SLA guarantees a first response within 2 business hours for Pro and Enterprise clients. Critical production issues are escalated immediately with a dedicated engineer. Community and free-tier inquiries are typically addressed within 24 hours.
Absolutely. Every new engagement includes a dedicated onboarding specialist, 3 kickoff workshops, and a 30-day success period where your team gets priority access to our analytics architects to ensure smooth deployment and data integration.
Security is foundational to our operations. We are SOC 2 Type II certified, GDPR/CCPA compliant, and encrypt all data in transit and at rest using AES-256. We never access your raw production data without explicit authorization and signed NDAs.
Yes, our contracts are flexible. You can upgrade your support tier at any time with prorated billing. Downgrades take effect at the start of the next billing cycle. Our account managers will help you choose the right tier as your needs evolve.
Yes. Our data engineering team specializes in building custom ETL/ELT pipelines, API connectors, and legacy system integrations. We support major platforms including Snowflake, BigQuery, Redshift, Salesforce, SAP, and custom PostgreSQL/MySQL databases.