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Anaconda Support SLA

Enterprise Technical Support

Anaconda Enterprise Support, included in your Anaconda Enterprise subscription, and Anaconda Support, for our open source distribution, connect you to our experts who can answer advanced Anaconda questions. Whether you’re using the Anaconda platform for data science, scientific computing, data analysis, or integration, we can help.

Enterprise support typically covers the following types of issues:

  • Anaconda Platform Questions
  • General Python Best Practice Questions
  • Production Maintenance Questions
  • Hotfix and Bug Fix Escalations

Customer Support Hours

United States Central Time (GMT-6)

Monday through Friday 9:00am to 6:00pm

Europe Greenwich Mean Time (GMT+0)

Monday through Friday 9:00am to 6:00pm

Enterprise Software Technical Support Terms

Support Service Levels - Escalation Chart

(For Anaconda Proprietary Software Only)

Severity 1. - CRITICAL The server is down. Loss of functionality preventing users from performing any work. Within 1 hour. Problem Diagnosis to commence immediately after the information is received by Continuum support staff. Problem Diagnosis completed and reported within 4 business hours of attaining Initial Response SLA. Work on finding a Resolution or Workaround to commence immediately. Escalation to the Head of Support and VP of Sales after 24 hours. Escalate to the Head of Support and VP of Sales after 2 business days. If the resolution to the problem is of a complex nature, Continuum will provide an estimated time to resolution.
Severity 2. - HIGH A mission critical feature or function within a module is inaccessible or unresponsive in a manner that prevents users from performing work, and/or the performance of the overall production environment is degraded. Within 2 hours. Problem Diagnosis to commence immediately. Problem Diagnosis completed and reported within 8 business hours of attaining Initial Response SLA. Work on finding a Resolution or Workaround to commence immediately. Escalation to the Head of Support after 2 business days. Escalation to VP of Sales after 3 business days. Escalation to the Head of Support after 3 business days. Escalation to VP of Sales after 5 business days. If the resolution to the problem is of a complex nature, Continuum will provide an estimated time to resolution.
Severity 3. - MEDIUM Any general problem that affects performance of a module and/or production environment but does not degrade mission critical functionality. Within 4 hours. Problem Diagnosis to commence same business day. Problem Diagnosis completed and reported within 2 business days of attaining Initial Response SLA. Work on finding a Resolution or Workaround to commence immediately. Escalation to the Head of Support after 3 business days. Escalation to the VP of Sales after 10 business days. Escalation to the CEO after 15 business days. Escalation to the Head of Support after 5 business days. Escalation to the VP of Sales after 20 business days. Escalation to the CEO after 30 business days. If the resolution to the problem is of a complex nature, Continuum will provide an estimated time to resolution.
Severity 4. – LOW
(Operating Inquiries.)
Examples: Inquiries onsystem functionality, operation system/platform inquiries, status updates on customization, How-to questions
End of business day for requests received at or before 3pm; End of next business day for requests received after 3pm. (These are inquiries and take priority only after the severities 1, 2, and 3). Not applicable. Not applicable. Not applicable.