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 |
v2024.002 | 2024-07-29 | 2026-07-29 | 2027-07-29 |
v2024.001 | 2024-03-27 | 2026-03-27 | 2027-03-27 |
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 |
Versions available under Extended Support
Extended Support Dates | ||
Tamr Core version | Start of Extended Support | End of Extended Support |
v2022.010 | 2024-09-29 | 2025-09-29 |
v2022.009 | 2024-09-20 | 2025-09-20 |
v2022.008 | 2024-08-16 | 2025-08-16 |
v2022.007 | 2024-08-04 | 2025-08-04 |
v2022.006 | 2024-06-16 | 2025-06-16 |
v2022.005 | 2024-05-25 | 2025-05-25 |
v2022.004 | 2024-04-28 | 2025-04-28 |
v2022.003 | 2024-04-18 | 2025-04-18 |
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.
Updated about 2 months ago