At Crestone, we are committed to providing reliable support and ensuring the continuity of your data operations.
Access to Support
Each customer may designate up to two (2) primary contacts and one (1) backup contact per primary contact. These contacts will be defined in the signed quote or agreement and will be the only ones authorized to interact with the support team.
Support requests must be submitted via email to: support@crestone.io
The Customer is responsible for keeping the contact list up to date.
Support Hours
Support is available Monday to Friday, from 8:00 AM to 6:00 PM, in the Customer’s local time zone, excluding SEIDOR Analytics holidays.
Priorities and Response Times
All support requests are classified based on their impact and urgency:
P1 – Critical
The production service is unavailable or inaccessible.
- Initial response: within 1 hour
- Resolution start: within 1 hour
- Updates: twice per business day
P2 – High
The production service is operational but experiencing significant functional impact, or testing environments are unavailable.
- Initial response: within 2 hours
- Resolution start: within 4 hours
- Updates: daily
P3 – Medium
The service is affected but still operational, or testing environments experience significant issues.
- Initial response: within 4 hours
- Resolution start: within 2 business days
- Updates: weekly
P4 – Low
Minor issues or usage-related questions.
- Initial response: within 1 business day
- Updates: upon request
P5 – Enhancement Request
Requests for new features or improvements.
- ogged and evaluated for future releases
- Updates: upon request
Service Availability
Crestone operates under commercially reasonable efforts to ensure platform availability. However, the platform is provided on an “as is” and “as available” basis.
Interruptions may occur due to:
- Scheduled maintenance
- Third-party infrastructure dependencies (e.g., cloud providers, Kafka, databases)
- Availability of external systems (e.g., SAP)
Real-time pipeline monitoring is provided via WebSocket connections, whose continuous availability is not guaranteed.
Customer Responsibilities
To ensure effective support, the Customer must:
- Provide all necessary information to diagnose incidents
- Maintain designated technical contacts
- Manage their internal infrastructure, connectivity, and environment dependencies that may impact service usage