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.

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.

To initiate a live chat with our Product Specialists:

Our live chat begins with an AI bot designed to quickly address your questions. If the bot cannot provide a solution, it will seamlessly connect you to a Product Specialist for personalized assistance.

In-app support is available from Sunday 8:00 PM PT through Friday 6:00 PM PT, ensuring support throughout the business week.

We encourage you to utilize in-app support for:

For more complex issues requiring in-depth investigation specific to your instance, please submit a support case through the ThoughtSpot Community.

If your issue cannot be resolved via live chat, our team will guide you on how to escalate the matter appropriately.

We are committed to providing you with timely and effective support to ensure your success with ThoughtSpot.

If you encounter a technical issue, you can notify ThoughtSpot Support using the “Report an issue” sub-menu.

If the in-product support feature is disabled, you will see Report a problem in the help menu instead. When selecting this option, you will go to the ThoughtSpot Community where you can open a support ticket. For more information, see ThoughtSpot Support Portal.

In the ThoughtSpot Support Portal, you can use SpotLine to ask a question, alert us to an outage, create a support case, or view a support case.

To access the support portal, go to:

http://thoughtspot.com/support-request

After logging in to the Community, you’ll see the top-level navigation options for getting help: Discuss, Learn, Connect, and Support with the Contact Support section below it.

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.