This Supaflow Support Policy (“Policy”) is governed by the agreement between Supaflow LLC and the Customer, which outlines access to the Supaflow Products (“Agreement”). It details the support provided by Supaflow’s support team for tickets submitted through support@supa-flow.io or via Supaflow’s support portal, related to the Supaflow Product. Terms that are capitalized but not defined here are explained either in the Agreement or the Master Subscription Agreement available at https://www.supa-flow.io/legal. Supaflow reserves the right to update this Policy from time to time.
Supaflow Support
1. Definitions.
“Account” means a Customer’s account on Supaflow. An Account may include multiple Connectors and Destinations. A Customer may have multiple Accounts.
“Data Pipeline” means a single instance of a data pipeline that extracts, loads, and, if selected, transforms data. A data pipeline can be either a replication pipeline or an activation pipeline. For support purposes, both pipelines are equivalent.
“Connector” is a tool by Supaflow that links a data source to a destination, allowing users to create Data Pipelines. These pre-made components enable Customers to set up Data Pipelines between different sources and destinations. Note that “Connector” does not refer to custom components made by Customers with the Connector SDK.
“Customer” means Customer as defined in the applicable Order Form for the Supaflow Products.
“On-Prem Software” means a downloadable data integration software component (DI Agent) or product installed on-premises or in Customer’s private cloud environment provided by Supaflow to Customer.
“Transformation” is a feature of the Supaflow Product that allows Customers to create, manage, and coordinate data transformation workflows in their data warehouses.
2. Coverage
Supaflow maintains, at all times, a sufficient number of trained and qualified support engineers to provide technical support and maintenance services as described below.
To submit a valid support request, the Customer must:
- Identify the Job that experienced the error
- Include information sufficiently detailed to allow Supaflow to attempt to replicate the issue (including any relevant error messages)
- Provide contact details for the individual best equipped to handle the request, which may be a third-party data infrastructure manager rather than a Customer employee.
If the Customer submits a ticket requesting new features or enhancements, the support team will inform the Customer and advise on how to submit those requests to the Supaflow product team.
When Supaflow receives a support request that is valid, it assigns a severity level to each request according to the following criteria:
| Severity | Definition |
|---|---|
| Severity Level 1 (Urgent) | All or a substantial portion of the Customer’s mission-critical data is at significant risk of loss or corruption, or a substantial loss of availability of the Supaflow Product, including On-Prem Software. |
| Severity Level 2 (High) | A major milestone is at risk. Ongoing and incremental connectors are affected and/or the ability to use the Supaflow Product, including On-Prem Software. A temporary workaround is available. |
| Severity Level 3 (Normal) | There is a medium-to-low impact, but the Customer can still access and use some functionality of the Supaflow Product, including On-Prem Software. |
| Severity Level 4 (Low) | There is a minimal impact on the Customer’s access to and use of the Supaflow Product, including On-Prem Software. |
A Supaflow support team member will address the Customer’s request based on the assigned Severity Level:
| Free | Professional | Enterprise | Business Critical | |
|---|---|---|---|---|
| Severity Level 1 (Urgent) | 48 Hours | 4 Hours (M-F 7 am PT – 6 pm PT) | 2 Hours (M-F 7 am PT – 6 pm PT) | 1 Hour |
| Severity Level 2 (High) | 48 Hours | 8 Hours (M-F 7 am PT – 6 pm PT) | 4 Hours (M-F 7 am PT – 6 pm PT) | 2 Hours |
| Severity Level 3 (Normal) | 48 Hours | 24 Hours (M-F 7 am PT – 6 pm PT) | 8 Hours (M-F 7 am PT – 6 pm PT) | 4 Hours |
| Severity Level 4 (Low) | 48 Hours | 48 Hours (M-F 7 am PT – 6 pm PT) | 24 Hours (M-F 7 am PT – 6 pm PT) | 8 Hours |
This timeframe indicates how quickly a support agent will respond by email to a valid issue after it has been submitted. It does not include the automated confirmation email that the Customer receives when submitting a ticket.
3. Exclusions
Supaflow may offer third-party connectors, including those labeled Partner Built or created with the Connector SDK. These connectors are not covered by this Policy, and Supaflow does not provide Maintenance and Support Services for them. Instead, support for these connectors is provided by third parties or by the Customer through the Connector SDK, based on their respective service level agreements. Because these connectors are maintained by third parties rather than Supaflow, they are not eligible for any credits or claims under a Supaflow Service Level Agreement.
Supaflow shall have no response time or support obligations for any issues, delays, or failures arising from or related to:
(a) Customer-owned environments, including Customer’s infrastructure, networks, data sources, destinations, and configurations; or
(b) third-party systems, products, or services not operated by Supaflow.
4. Third-Party Users
Only support contacts designated by the Customer are allowed to submit and manage support cases. Third-party users, such as downstream consumers or read-only users, are not authorized to interact directly with Supaflow’s support team.
Additional Terms for Premium Support
Premium Support is a paid service that offers Customers enhanced technical assistance and quicker response times. During the duration of the relevant Order Form and provided that the Customer pays the Premium Support Fees, Supaflow will deliver Premium Support as outlined below.
1. Designated Support Contacts.
Premium Support includes a dedicated Support Account Manager (SAM) assigned to the Customer’s preferred time zone. The SAM acts as the primary contact for case coordination and overseeing the overall support experience. Moreover, Designated Support Engineers (DSEs) offer global case coverage and prioritize tickets throughout their lifecycle.
2. Scope of Premium Support.
Premium Support provides troubleshooting for the Supaflow platform and offers general configuration guidance. However, it does not include training, custom code development, solution architecture, performance tuning, or professional services.
3. Support Case Volume, Engagement, and Fair Use.
Customers must not bypass support limits, disrupt services, or use automation to create excessive or duplicate support cases. Premium Support is intended for typical case volumes and engagement levels similar to those of comparable Customers. If a Customer's case activity exceeds normal expectations—such as sustained 10 concurrent Severity Level 3 & 4 cases or more than 3 live sessions weekly—Supaflow reserves the right, at its sole discretion, to take corrective actions, which may include:
- assessing and reprioritizing submitted cases or escalations;
- consolidating cases or extending response times for non-urgent, repetitive, or excessive requests;
- throttling session availability; or
- recommending a higher-tier support plan or a separate Professional Services engagement.
These measures ensure consistent service quality and equitable access to support resources across all Customers.
4. Support Channels & Response Times.
All support cases must be submitted through the Supaflow support portal. Only cases filed via this portal qualify for the Premium Support response times listed in the Initial Response Time table above. Communications via other channels, such as Slack (if enabled), are informal and offered as a courtesy, not official support channels. These informal methods do not guarantee response times, and responses may not be tracked or prioritized. To clarify, response times refer solely to the initial reply, not the duration needed to resolve or complete the issue.
5. Severity Levels & Hours of Coverage.
Premium Support is provided in accordance with the Severity Level Definitions and the Initial Response Time tables outlined above in this Policy.
Additional Terms for US Only Support
US Only Support is a paid service providing Customers in the United States with access to technical support resources. During the period specified in the relevant Order Form and after the Customer pays the US Only Support Fees, Supaflow will provide US Only Support as described below.
US Only Support Ticket Handling.
For support limited to the US, the Customer agrees that all support tickets will initially be reviewed by Supaflow’s support team. Tickets are escalated to a “US-based” support engineer only when access to Customer Data is needed, such as via the Grant Support Access feature or to verify a fix.
US Only Support is provided by a rotation of US-based personnel and does not guarantee assignment to a specific engineer.
“US-based” refers to Supaflow personnel who are physically located in the United States, including foreign nationals employed and authorized to work there.
Supaflow Service Level Agreement (SLA)
Supaflow provides Customers with the SLA available online at https://www.supa-flow.io/legal/sla