> For the complete documentation index, see [llms.txt](https://knowledgebase.fabricdata.com/insights/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://knowledgebase.fabricdata.com/insights/support-and-contact.md).

# Support and contact

You have three channels to resolve questions or report problems:

## Knowledge Base

For **FAQs, step-by-step guides, and troubleshooting**:

> [**knowledgebase.fabricdata.com/insights**](https://knowledgebase.fabricdata.com/insights)

Also reachable from the **profile button** in the Sidebar (lower-left corner) of the app.

## Service Desk

For **incidents, formal requests, reproducible bugs**:

> [**fabric.atlassian.net/servicedesk/customer/portal/336**](https://fabric.atlassian.net/servicedesk/customer/portal/336)

When opening a ticket, include:

* Module or screen where you saw the problem.
* Active filters (country, platform, date).
* Screenshot if applicable.
* Steps to reproduce.

## Commercial contact

For **contractual matters, scope, adding/removing users**, your Fabric Data contact is the right channel. Tech support doesn't resolve these topics.

## Response times

Tickets are classified by **severity** based on the impact on your operation. Severity is assigned by the support team on ticket receipt; you can suggest it when opening.

| Severity          | Definition                                                                                    | First response     | Target resolution                                                      |
| ----------------- | --------------------------------------------------------------------------------------------- | ------------------ | ---------------------------------------------------------------------- |
| **P1 — Critical** | Product down, critical data unavailable to the entire organization, security breach.          | ≤ 1 h (24/7)       | Continuous work until service is restored or a workaround is delivered |
| **P2 — High**     | Major functionality broken, stale data on a key platform/country, impact on production users. | ≤ 4 business hours | ≤ 2 business days                                                      |
| **P3 — Medium**   | Non-blocking bug with workaround, isolated data inconsistency, error on a non-critical view.  | ≤ 1 business day   | ≤ 5 business days                                                      |
| **P4 — Low**      | Information request, improvement, doc typo, functional question.                              | ≤ 2 business days  | Per roadmap / next release                                             |

### Business hours

Monday to Friday, 9:00–18:00 (ART / UTC-3). Outside that window, only P1 has coverage.

### What's not in SLA

* Scope-change requests (adding/removing platforms, countries, metrics) — handled by the commercial contact.
* Manual bulk catalog export tasks — coordinated with the Commercial team.
* Issues in third-party systems (Auth0, Azure AD, source platforms). We follow up but the resolution doesn't depend on Fabric.

### How to escalate a ticket

If the initial severity was set low and the impact has grown:

1. Comment on the ticket explaining the new impact.
2. If it's P1/P2 outside business hours, loop your commercial contact into the ticket.

## Service Status & Incidents

Before reporting an issue, please check our live status page: [origininsights.statuspage.io](https://origininsights.statuspage.io/)

There you can see:

* Current status of each service (APIs, S3, Dashboards, MCPs, Data Collection Process)
* Ongoing incidents and their updates
* Scheduled maintenance windows

You can also subscribe to receive automatic notifications.

## Found an error in the docs?

Suggestions or typos: [Service Desk](https://fabric.atlassian.net/servicedesk/customer/portal/336) with category *Documentation*.