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

• Primary Support: [email protected]

• AI Agent: Available in your Zenlytic workspace

• Sales Inquiries: Available through zenlytic.com

• Documentation: docs.zenlytic.com

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