Support tiers, scope and SLAs

Support tiers

At the moment, we do not provide either service level agreements (SLAs) or differentiated support tiers for Datalore. We aim to respond within the business day following the day the request was made.

If you are in need of more high-tier SLA or professional services, specifically tailored to your needs, please contact us at datalore@jetbrains.com, describing your use case and desired support level. We will assess your situation together and come up with a solution.

Technical support scope

This chapter provides details about how our technical support is provided, what it includes, and what it does not include.

Included	Not included
Support via support tickets Help is provided through our ticketing system. On-Premises setup assistance We provide guidance to help you install and configure the current or immediately preceding versions of Datalore On-Premises. If you're still using one of the older versions, we kindly ask you to upgrade to a later release before requesting assistance. Feedback processing You're welcome to report bugs, request new features, and make other suggestions to help us improve out platform. Documentation Our documentation provides procedures covering the use of all available features and functionalities in Datalore.	Remote assistance We do not provide live or real-time support via remote communication (Google Meet, Zoom, phone calls, etc.) Remote debugging We cannot provide debugging through direct access to your environment On-Premises installation We do not directly interact with your infrastructure or perform the deployment itself. However, we do provide assistance in planning the process and help you solve any issues you encounter when performing the installation. Custom agent image creating and troubleshooting Given the rich variety of available libraries and dependencies that may be required, we do not create custom agent images, nor do we resole compatibility or performance issues you may encounter in the respective process. However, we provide assistance to the best of our abilities to help you complete this task successfully.

Included

Not included

Support via support tickets
Help is provided through our ticketing system.
On-Premises setup assistance
We provide guidance to help you install and configure the current or immediately preceding versions of Datalore On-Premises. If you're still using one of the older versions, we kindly ask you to upgrade to a later release before requesting assistance.
Feedback processing
You're welcome to report bugs, request new features, and make other suggestions to help us improve out platform.
Documentation
Our documentation provides procedures covering the use of all available features and functionalities in Datalore.

Remote assistance
We do not provide live or real-time support via remote communication (Google Meet, Zoom, phone calls, etc.)
Remote debugging
We cannot provide debugging through direct access to your environment
On-Premises installation
We do not directly interact with your infrastructure or perform the deployment itself. However, we do provide assistance in planning the process and help you solve any issues you encounter when performing the installation.
Custom agent image creating and troubleshooting
Given the rich variety of available libraries and dependencies that may be required, we do not create custom agent images, nor do we resole compatibility or performance issues you may encounter in the respective process. However, we provide assistance to the best of our abilities to help you complete this task successfully.

For more in-depth assistance, consider using our professional services aimed at supporting you during the adoption and deployment phases, as well as throughout your continued use of Datalore.

Last modified: 05 February 2025