Working with Elastic Swiftype Support

Best Practices

What can I expect from Elastic Swiftype Support?

Our scope of support

Our Swiftype Standard and Pro support is a production level of support focused on making sure your Swiftype Engine is working as expected and available. To that end, we offer:

  • Analysis of the state of your engine.
  • Actions you can perform to stabilize or tune your engine.
  • Updates on actions our Engineers are taking to stabilize your engine.
  • Pointers to Swiftype documentation or forums if your question is outside the scope of the platform itself.

Swiftype Premium includes all of the above and additionally more in-depth implementation questions.

Our support response times and hours

Subscription Urgent (Level 1) High (Level 2) Normal (Level 3)
Premium 4 Business hours 1 Business Day 2 Business Days
Pro - - 3 Business Days
Standard - - 3 Business Days

Note: Business hours are 8AM-6PM Pacific Time

Cases

As the most common and frequent of activities, here are the best practices related to opening support cases with Elastic.

What is a case?

A case can go by many names: ticket, service request, incident, problem, issue, etc. As far as we're concerned, they all mean the same thing. We generally use the term "case" because that's what our support system provider calls them.

A case (or whatever term you prefer to use) can represent many different kinds of situations you'll encounter as a customer:

  1. You need help setting up your Swiftype account or engine.
  2. You would like a new feature considered.
  3. You have a question about how to do something with Swiftype.

All of these situations (and likely some we've missed) are valid case topics.

When should I open a case?

Now that we're on the same page about what a case is, let's talk about when to open one.

Generally speaking, you should open a case for anything important to you. It's just that simple. Cases are the way we communicate with each other a majority of the time, and we want to be well connected with you as a customer to ensure your success as well as our own. If in doubt, open a case to open the discussion.

How do I open a case?

This is pretty straightforward. Just send us an email at support@elastic.co from the email addresses registered on your account. You receive a confirmation email from our system letting you know your case was created, and all future conversation can occur just by replying to that email.

You can also log into our customer support portal at https://support.elastic.co. Note that the username / password will be different from your Swiftype console username and password.

Please note that you must be a named contact to access Swiftype support — reach out to your primary account holder to request that you be added as a named contact.

What should I say in my case?

There are two key pieces of information you can give us in your email:

  1. The Primary email address for your account.
  2. The engine name you're asking about (you may have several)
  3. The nature of the problem

Tell us as much about the problem you're facing as possible, and we will do the rest.

Severity: We offer 3 severity levels: Urgent (1), High (2), and Normal (3)

Note: Severities 1-2 only apply to Swiftype Premium.

We have fairly standard definitions for what these mean:

Urgent: Production is down, your business has stopped, drop everything now and help you.

High: Production is wounded, but still functioning. You aren't sure if it's fatal, send help as quickly as possible.

Normal: Production seems fine, but you have questions (this is usually the default).

Making Use of the Community Forums

As discussed previously, the support we offer for Swiftype is specific to the Swiftype platform and not in-depth implementation support. Luckily we have vibrant and active communities around our products where you can get your more in-depth questions answered.

So, where are these communities?

Such a simple question, but a good one. The best place to start is https://community.swiftype.com/ which lists all the best community resources. The most commonly used resources are our community forums.

Feel free to use these forums as sources of information and for general discussions. Of course, as a customer you do not need to rely on these communities for your critical or confidential support needs, and we strongly recommend against posting any time-sensitive requests here — you have us for that!

Effective Date: April 6, 2018