Customer Support Policy

Learn about Zenlytic's support channels, including email support and AI agent assistance. Find self-service resources and understand what's included in technical support.

Support Channels

Email Support: [email protected]

Recommended for: Technical issues, account configuration, data connectivity problems, billing inquiries

What to Include in Your Request:

  • Clear description of the issue or question

  • Steps to reproduce the problem

  • Error messages or screenshots

  • Your workspace name and affected user accounts

  • Business impact and urgency level

AI Support Agent (Fin)

Recommended for: Quick answers, how-to questions, troubleshooting guidance, platform navigation

Access: Available 24/7 within your Zenlytic workspace and on zenlytic.com

  • Instant responses from our knowledge base

  • Step-by-step troubleshooting guidance

  • Automatic escalation to human support when needed

Scope of Support

Technical Support Included

  • Platform Functionality: Using Zoë, data visualization, dashboard creation

  • Data Connectivity: Database connections, authentication, sync issues

  • User Management: Account access, permissions, workspace configuration

  • Query Assistance: Guidance on effective question formulation for Zoë

  • Troubleshooting: Error resolution, performance issues, unexpected behavior

  • Best Practices: Data modeling guidance, workflow optimization

Professional Services (Separate Engagement)

  • Custom data model development for complex enterprise schemas

  • Advanced SQL optimization and performance tuning

  • Data warehouse architecture consulting

  • Custom integration development

  • Dedicated implementation and training services

Self-Service Resources

Before Contacting Support:

  1. Search our AI Agent for instant answers to common questions

  2. Check documentation at docs.zenlytic.com

  3. Review Help Center articles in your workspace

Common Solutions:

  • Data Connection Issues: Verify credentials and network access in workspace settings

  • Zoë Not Responding: Check data permissions and try rephrasing your question

  • Metric Discrepancies: Validate date ranges, time zones, and calculation methods

  • Access Problems: Contact your workspace administrator for permission updates

Issue Classification

Critical Issues

  • Platform unavailable or inaccessible

  • Data security incidents

  • Complete loss of functionality affecting business operations

Standard Issues

  • Feature questions and how-to guidance

  • Non-critical bugs or performance issues

  • Configuration and setup assistance

  • General troubleshooting

Support Best Practices

For Effective Email Support:

  • Use descriptive subject lines (e.g., "Snowflake Connection Error - [Workspace Name]")

  • Provide complete context and relevant details

  • Include screenshots for visual issues

  • Specify business impact when applicable

For AI Agent Support:

  • Ask specific, detailed questions

  • Include relevant context about your setup

  • Try alternative phrasings if needed

  • Use escalation option for complex issues requiring human assistance

Escalation Process

  1. Start with AI Agent for immediate assistance

  2. Consult documentation for detailed guidance

  3. Email [email protected] for unresolved technical issues

  4. Mark as urgent for critical business-impacting problems

Knowledge Base Enhancement

Your support interactions help improve our service:

  • Common solutions are added to our knowledge base

  • AI Agent learns from each resolved issue

  • Documentation is continuously updated

  • New help articles are created based on frequent questions

Contact Information

This policy applies to all Zenlytic customers. For specific terms related to your subscription plan, please refer to your service agreement.

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