Escalate critical issues

During business hours, Sigma's in-app live chat platform is the best method of reaching a Support Engineer. Outside business hours, you can escalate issues using one of the following options:

Escalation categories

When you use live chat to escalate an issue outside business hours, you're prompted to select your escalation criteria. Refer to the following categories and examples to ensure you accurately escalate the issue.

CategoryExamples
Core features not workingInability to perform one or more of the following actions (with no reasonable workaround):
- Log in (authenticate)
- Provision and invite users
- Analyze and edit workbooks (queries not loading)
- Share documents
- Make API calls
- Materialize and export data
- Index a connection
Data and visualization-related issues- Bad or incorrect data output
- Visualizations not displayed in custom plugins
- Readability impeded by chart rendering issues
Internal security-related issues- Row level security exposure
- Access control or credential leaks
External security-related incidents- Critical vulnerability
- Authentication bypass
- Cross-site scripting (XSS)
- Sensitive information exposure
- Cross-site request forgery (CSRF)
- DDOS-denial of service attacks
- Root-level compromise / hacked server
- Malware activity

Escalation best practices

Verify the impact of the issue

  • Identify if there are any workarounds.
  • Confirm whether or not other team members are experiencing the same issue.
  • Check if the issue persists in other browsers or incognito mode.

Be descriptive and detailed

Provide as much information as possible about the issue you're experiencing, including screenshots, recordings, error logs, and applicable error IDs. The more information you provide, the faster a Sigma Support Engineer can assist you.

Escalate via live chat

  1. In the Sigma app, open the Help menu and select Live Chat.

  2. In the pop up, click Send us a message.

  3. If using live chat during business hours, send a message with details about the issue and wait for an agent to respond.

    If using live chat outside business hours, click Escalate via support ticket and respond to the automated chat prompts.

    • If you have a viable rollback version or workaround, you're asked to describe the issue and allow an agent to respond when business hours resume.

    • If you don't have a viable rollback version or workaround, you're asked to select the affected product area, enter a ticket subject, and describe the issue. Sigma will then create a support ticket and share a link to it in the chat. An on-call agent is notified of the incident and typically responds within 30 minutes.

πŸ“˜

Inability to access the linked ticket may indicate that you don't have an existing Sigma Support account. If this is the case, Sigma creates an account and sends password setup instructions to the email associated with your Sigma user account.

Frequently asked questions

Who can escalate an issue?

Any Sigma user can escalate an issue. However, non-admin users are encouraged to first consult their organization admin to confirm the issue severity.

What's the best way to escalate an issue?

During business hours, the most efficient way to escalate an issue is through the in-app live chat. After hours, you may use live chat or submit a support request.

What happens when I escalate an issue?

When you escalate an issue, Sigma's support system immediately notifies an on-call Support Engineer by phone. Before proceeding with this option, please ensure your issue is critical with no viable workaround.

Live chat and/or the support portal is down. How should I escalate my issue?

If live chat is unavailable, please submit a support request in the Support portal. If the Support portal is also down, contact Sigma at [email protected].


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