ThoughtSpot Support Handbook

Your cases are assigned to the SRE team, your main contact for providing support. Their primary goal is improving your user experience from a service management perspective. The SRE responsibilities include:

This role manages the team, and steps into the role of Escalation Manager when necessary.

If the issue is not progressing to your satisfaction (based on normal case lifecycle process expectations), the Escalation Manager joins the team. Escalations can be initiated by either the customer, or the SRE. The Escalation Manager:

We help you resolve product issues through our online support case management system.

ThoughtSpot product implements an intelligent alerting system that sends regular system status reports and alerts to ThoughtSpot Support when it encounters critical events. These notifications prompt SREs to engage, and resolve all ThoughtSpot issues.

The ThoughtSpot product records application and system metrics, and sends these to ThoughtSpot Support. These metrics provide the SRE team with visibility into capacity and system resource usage, and allow them to prevent or quickly resolve issues.

When working on cases, ThoughtSpot Support may collect diagnostic information on the system, and also request that you share the information with us. You can securely share the diagnostics with us through our secure ThoughtSpot File Server.

To help with diagnosing the issues, and to perform administrative tasks such as software upgrades, ThoughtSpot Support needs remote access to your system. This access may include using a web browser to view ThoughtSpot service status pages, or starting an SSH session to execute Linux commands on ThoughtSpot nodes.

ThoughtSpot File Server is a secure way of sharing files, like diagnostics information files or software packages for performing updates. Only valid users can access the file server.

Customers can request for the latest version of ThoughtSpot or ThoughtSpot Support may recommend updates as the resolution to an issue. ThoughtSpot Support will work with you to schedule and perform product updates. As part of the update process, you’ll have to download the software package from a secure ThoughtSpot File Server.

For cloud customers, ThoughtSpot automatically performs Cloud Release updates on a monthly basis. You will be notified in advance when these updates will occur. ThoughtSpot Support performs the upgrade.

You must have a valid ThoughtSpot Community user to access the Support Portal. If you’re not signed up yet, please click on "Sign Up" and follow the instructions to register and receive access.

After logging in to the Community, you’ll see the top-level navigation options for getting help: Product Forums, Best Practices, News, and Support.

This document only describes how to submit a request for contacting ThoughtSpot Support.

Scroll down on the main page to see additional resources on Office Hours, Documentation, Training, and User Groups.

You can create a new support case through the Support Portal, or over the telephone. ThoughtSpot Support recommends that you use the Support Portal for reporting issues, especially critical ones.

To create a new case, sign in to the ThoughtSpot Community website, and click Submit Case.

Please provide all required information in the web form. You may notice that on the right side of the form, under Need Answers Fast?, we suggest Knowledge Base articles that match the keywords in the Subject and Description you provide. Click on the suggested articles to see if they help you to resolve your situation quickly.

Alternatively, you can open a new case by calling us on the telephone. You can find these support phone numbers on the Contact Us section of the ThoughtSpot website.

Please have the following information ready, so the SRE can log your case accurately:

All cases reported to ThoughtSpot must have a category. The category establishes the case assignment rule.

Case priorities help us understand the real impact of an issue to your business, so we can determine the urgency of initial response. For each error, assign a priority level based on the relative impact the error has on your use of ThoughtSpot in your organization. ThoughtSpot may re-assign the priority level at its sole discretion. In the following table, we describe ThoughtSpot Support priority levels and the corresponding target initial response times.

You can view your cases, or all cases within your organization by clicking Support  View Cases.

You can change the list view, and pin a specific view as default for the next time you use the portal. My Customer Support Case view is for your cases, while All Customer Support Cases shows all cases within your organization. You can request that access when working with your ThoughtSpot Customer Success Representative.

You can escalate a case at any time by requesting that you would like an SRE Manager to be engaged. Escalations occur when case progress or issue resolution is not in line with your expectations relative to the prescribed case resolution process. The SRE Manager serves as the Escalation Manager until we resolve the issue to your satisfaction.

Do the following to escalate a case.

If you try to escalate a case before the defined SLA timeframe has passed, you will encounter the following message:

ThoughtSpot Support works with you to determine if the issue is resolved to your satisfaction, and closes the case. A case may be closed if we don’t hear from you within two weeks after a request for information, and when we made multiple attempts to contact you during this period.

You can also choose to close a case yourself. To close a case, go to the case and click Close Case.