Get support for your Weka system
This page describes Weka policy and approach for responsive and proactive technical support, together with some recommended helpful steps when starting to work with Weka.
Weka's technical support policy is based on the type and urgency of the inquiry, as described in the following table:
Weka provides only remote support as part of its SLA.
The SLA detailed in the technical support policy is for Weka software issues. Issues that are caused by faulty hardware will depend on the hardware provider and Weka will not be responsible for the hardware provider timelines and/or response time.
To be ready to get support from Weka, it is recommended to perform the following:
- 3.We suggest opening a shared Slack channel with Weka for day-to-day activities, Slack activity will not substitute opening tickets for issues and Weka does not guarantee any response time SLA while using Slack. To arrange the slack channel, get in touch with your Weka point of contact, open a case in our support portal at support.weka.io or send an email to [email protected].
If you feel that our response has been inadequate or there is room for improvement with our response, you can escalate an incident to our management team. Call Weka Support at +1 (844) 392-0665, choose the escalation option and leave a voicemail requesting escalation of an issue. This escalation request will get to one of our executive managers, depending on the time of day and their time zones. We work in a “follow the sun” approach, so one of the executive managers will be available to take your escalation request.