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:
Search our AI Agent for instant answers to common questions
Check documentation at docs.zenlytic.com
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
Start with AI Agent for immediate assistance
Consult documentation for detailed guidance
Email [email protected] for unresolved technical issues
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
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