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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 Anaconda 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 Enterprise Support Manager after 24 hours.
Escalation to the Enterprise Support Manager after 2 business days. Escalation to the SVP of Customer Success after 3 business days. If the resolution to the problem is of a complex nature, Anaconda 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 Enterprise Support Manager after 2 business days.


Escalation to the Enterprise Support Manager after 3 business days. Escalation to the SVP of Customer Success after 5 business days. If the resolution to the problem is of a complex nature, Anaconda 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 Enterprise Support Manager after 3 business days.
Escalation to the Enterprise Support Manager after 5 business days. Escalation to the SVP of Customer Success after 10 business days. If the resolution to the problem is of a complex nature, Anaconda will provide an  estimated time to resolution.
Severity 4. – LOW
(Operating Inquiries.)
Examples: Inquiries on system functionality, operating system/platform inquiries, status updates on customization, How-to questions, Python code questions.
Within 1 business day.
(These are inquiries and take priority only after the severities 1, 2, and 3).
Not applicable. Not applicable. Not applicable.