Escalate critical issues
From Monday through Friday, 2:00 am to 6:00 pm PT, Sigma's in-app live chat platform is the best method of reaching a Support Engineer. Outside supported 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.
| Category | Examples |
|---|---|
| Core features not working | Inability to perform one or more of the following actions (with no reasonable workaround):
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| Data and visualization-related issues |
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| Internal security-related issues |
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| External security-related incidents |
|
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
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In the Sigma app, open the
Help menu and select Live Chat. -
In the pop up, click Send us a message.
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If using live chat Monday through Friday between 2:00 am and 6:00 pm, send a message with details about the issue and wait for an agent to respond.
If using live chat outside supported hours, click Escalate via support ticket and respond to the automated chat prompts.
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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.
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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.
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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 Computing at [email protected].
Updated about 2 months ago