Demeter Support Overview
At Demeter we are committed to providing our customers with reliable and responsive support to ensure the smooth operation of their systems. Below is an overview of our support services and the available channels for assistance.
Support Tiers
| Feature | Default | Dedicated | Enterprise |
|---|---|---|---|
| Uptime SLA | 99.9% | 99.9% | 99.9% |
| Help Desk Support | Yes | Yes | Yes |
| Private Channel for Direct Message | - | Yes | Yes |
| Advanced Onboarding and Project Setup | - | Yes | Yes |
| Custom Configuration and Monitoring | - | - | Yes |
| Max Response Time | 2 days | Same day | 2 hours |
| Cost | Free | $250/month | $500/month |
Support Channels
Regardless of your Support tier you can contact the team via support@demeter.run for technical support as well as questions and feedback.
1. Default
- Submit a request via our Help Desk Portal (opens in a new tab).
2. Dedicated
- Send a direct message on a Private Channel set up for your Organization on Discord or Slack depending on customer preference.
3. Enterprise
- Create an issue on our Service Management Platform for mission-critical incidents triggering an alarm to on-call engineers for immediate attention.
Enterprise support is strongly recommended for customers who use Demeter as part of their production systems on Cardano Mainnet.
Escalation Path
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Initial Response: Upon receiving a request via the Help Desk Portal or Direct Message on a Private Channel our team will respond based on the maximum response time defined by your support tier.
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Escalation Phase 1: For mission-critical incidents an issue is created in our Internal Service Management Platform triggering an alarm to on-call engineers.
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Escalation Phase 2: If the incident remains unresolved it is escalated to developers responsible for specific components.
Status Page
You can track the uptime status of Demeter services in Demeter Status Page (opens in a new tab).
Community
Join the #Demeter Discord Channel open to the whole community for collaboration at the TxPipe Discord Server (opens in a new tab).