Customer Support & Help Center
We are here to help you configure, scale, and secure your local-first analytics pipelines.
Documentation
Browse quickstart tutorials, configuration references, and schema setup guidelines.
Visit Docs →Discord Community
Join the conversation with other commerce developers building local-first stacks.
Join Discord →Submit Ticket
File a support request directly. Enterprise clients receive SLA responses under 1 hour.
Contact Support →Support Tiers and Response Times
Sensyze offers four distinct support tiers to match the needs of teams at every stage. The Community tier is free and provides access to our documentation, Discord community, and public knowledge base. Professional support includes email-based assistance with a guaranteed twenty-four-hour response window, quarterly architecture review calls, and a shared Slack channel with our solutions engineering team. Enterprise support provides four-hour response times during business hours, a named customer success manager, and priority escalation paths for production incidents. Enterprise Plus support includes twenty-four-seven coverage with one-hour SLA guarantees, air-gapped deployment assistance, and on-site or remote war-room sessions for critical outages.
Community Resources
Our Discord community is the fastest way to get help from fellow Sensyze users and our engineering team. The community server hosts dedicated channels for deployment troubleshooting, pipeline design discussions, connector development, and compliance questions. Many common issues have already been solved and documented in community threads, making it a rich searchable resource. Our documentation portal includes quickstart tutorials, API references, schema configuration guides, and step-by-step walkthroughs for connecting sources like Shopify, Amazon, and PostgreSQL. We also maintain a growing library of video tutorials and recorded webinars on our YouTube channel, covering topics from basic pipeline setup to advanced DORA compliance configurations.
Enterprise SLA and Compliance Support
For organisations operating under strict regulatory frameworks, Sensyze provides dedicated compliance support as part of our Enterprise and Enterprise Plus plans. This includes pre-configured deployment templates for GDPR, HIPAA, DORA, and DPDP compliance, along with audit-ready documentation packages that your compliance team can submit directly to regulators. Our support engineers are trained on data residency requirements and can assist with configuring encryption-at-rest, key rotation policies, and secure audit trail logging. Enterprise clients also receive access to our private security advisory channel, where we share proactive vulnerability assessments and patch notifications before they reach the public knowledge base.
How to Submit a Support Ticket
To file a support request, use the contact form on our Talk to Us page and select the support ticket option. Include a description of the issue, your deployment environment details such as operating system, database engine, and Sensyze version, and any relevant error logs from your pipeline execution. Enterprise clients with active SLA agreements should use the dedicated support channel in their partner portal for faster routing. Our team reviews every ticket within the stated SLA window and will escalate critical production issues immediately to on-call engineering staff. For urgent after-hours emergencies, Enterprise Plus clients can reach our on-call team through the emergency hotline provided during onboarding.