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VOOZH | about |
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VOOZH | about |
Datadog provides two primary channels for customers seeking support:
While both options focus on providing quick and effective solutions, one platform may be better suited depending on the timing, nature, and urgency of the request.
This guide provides best practices for reaching out to the Support team, and guidelines for determining the support channel that’s right for you.
For the most efficient resolution of an issue, be ready to provide any of the relevant information and resources listed below:
To help us resolve your request as quickly as possible, please limit each Support Case to a single issue or question. Support Engineers work one case at a time, and combining multiple unrelated questions in one case can slow down resolution. If you have multiple issues, please open a separate Support Case for each one. Example : If you need help troubleshooting an AWS integration error and also want to understand how to configure a monitor threshold, please open two separate cases.
Use the table below to determine whether to open a support ticket or reach out on chat.
| Support Ticket | Chat |
|---|---|
| Urgent issues | Product configuration support |
| Call/Screenshare requests | Setup questions |
| Incidents and outages | Documentation clarification |
| Complex support troubleshooting across many configuration files, logs, or queries | Minor issues involving a specific configuration file, log, or query |
If you’re not sure which option is best, feel free to use either channel to connect with Datadog support. A support ticket is automatically created whenever a chat is closed, so the issue can continue to be investigated even if it’s not resolved in chat.
To get started, click Support on the bottom-left corner of the navigation menu.
AI assistant appears on your screen. You can ask AI assistant questions or select Live Chat With Support.
When a new chat is opened, you are asked if you have a technical or sales question.
Note: For urgent issues, it’s best to reach out through a Support Ticket, and indicate why your request is urgent. This helps ensure that Support leadership can route your case to an appropriate expert immediately.
Ensure that you have as many of the relevant prerequisites available as possible. The Datadog team member you connect with on chat does their best to collect information about the issue and resolve it. Not all issues can be resolved in a chat session. If a more detailed investigation is required, Datadog support focuses on collecting the information needed to conduct the investigation after the chat is over.
When the chat closes, a support ticket is automatically created. If the issue was resolved on chat, the ticket can be closed.
If additional investigation is required, the ticket is routed to experts in the appropriate areas, with a full transfer of the details and context provided during the chat. Use the ticket for further communication with the Datadog Support team.
Japanese language support is available Monday to Friday from 9am to 5pm Japan Standard Time (JST), excluding local public holidays and December 29 to January 3. Chat support in Japanese is available from 10am to 4pm JST on business days.
Korean language support is available Monday to Friday from 9am to 5pm Korea Standard Time, excluding local public holidays. Chat support in Korean is not available.
When support in your preferred language is not available, you can continue working with Datadog Support in English.
Additional helpful documentation, links, and articles:
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