Tamr Support Policy

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:

24/7 Global Coverage
Severity Level Definition Initial Response Time
1 Issue halts Customer's ability to use the Service in production or has a significant impact on the business. 2 hours
2 Issue is causing significant or degraded loss of use, yet the Service can continue to operate in a restricted fashion. 2 hours
3 Issue has normal time criticality; delivery is not imminent, and there is little or no work stoppage resulting from this issue. 12 hours

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

Standard Support and Extended Support Dates
Tamr Core version Release date End of Standard Support End of Extended Support
v2023.004 2023-11-02 2025-11-02 2026-11-02
v2023.003 Replaced by v2023.004 and no longer in use
v2023.002 2023-03-01 2025-03-01 2026-03-01
v2023.001 Replaced by v2023.002 and no longer in use
v2022.013 2022-12-22 2024-12-22 2025-12-22
v2022.012 2022-11-21 2024-11-21 2025-11-21
v2022.011 2022-10-27 2024-10-27 2025-10-27
v2022.010 2022-09-29 2024-09-29 2025-09-29
v2022.009 2022-09-20 2024-09-20 2025-09-20
v2022.008 2022-08-16 2024-08-16 2025-08-16
v2022.007 2022-08-04 2024-08-04 2025-08-04
v2022.006 2022-06-16 2024-06-16 2025-06-16
v2022.005 2022-05-25 2024-05-25 2025-05-25
v2022.004 2022-04-28 2024-04-28 2025-04-28
v2022.003 2022-04-18 2024-04-18 2025-04-18

Versions available under Extended Support

Extended Support Dates
Tamr Core version Start of Extended Support End of Extended Support
v2022.002 2024-03-18 2025-03-18
v2022.001 2024-01-26 2025-01-26
v2021.021 2024-01-07 2025-01-07
v2021.020 2023-11-01 2025-11-01
v2021.019 2023-10-06 2024-10-06
v2021.018 2023-09-27 2024-09-27
v2021.017 2023-09-27 2024-09-27
v2021.016 2023-08-26 2024-08-26
v2021.015 2023-08-03 2024-08-03
v2021.014 2023-07-26 2024-07-26
v2021.013 Not released
v2021.012 2023-06-28 2024-06-28
v2021.011 2023-06-08 2024-06-08
v2021.010 2023-05-25 2024-05-25
v2021.009 2023-05-03 2024-05-03
v2021.008 2023-04-23 2024-04-23
v2021.007 2023-04-19 2024-04-19
v2021.006 2023-04-01 2024-04-01
v2021.005 2023-03-19 2024-03-19

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.