What You Can Expect from the Tamr Support Team

When you are running data mastering pipelines on your ever-changing data, you may at times run into issues. We are here 24/7 to help you solve issues and enable you along the way. You can submit issues by emailing [email protected] or using the support ticket form available from the bottom corner on all documentation pages (docs.tamr.com). On receiving the ticket, a Tamr Support Agent will be assigned to the case.

Tamr Support Policy

The Tamr Support Team is committed to delivering an exceptional experience and is continuously working to improve its services. This includes training of the Support Agents, building out documentation including troubleshooting guides, and working closely with our product team to relay customer feedback.

A Tamr Support Agent will respond to your request in accordance with the Severity assigned as follows:

Initial Response Time

Initial response time is the time taken by a Tamr Support Agent to respond via email to any issue once submitted. This does not include the automated notification via email that you receive upon issue submission.

Tamr Core Standard Support Overview

Tamr Core versions are under 24 months of standard support. Once a version is past the end of standard support date, it automatically enters extended support for the next 12 months. Extended support allows you to stay at a specific Tamr Core version for longer at an additional cost. Once a version is past extended support, it is considered end of life.

Versions available under Standard Support

Versions available under Extended Support

Extended Support Plans

Customers can sign up for extended support for available versions by contacting their customer success manager. Plans have a minimum term of 1 month and can be canceled any time.