Support
Get support from our trusted experts
All Collibra Data Intelligence Cloud subscriptions include customer support to promptly provide you with the skilled assistance you need.
All Collibra Data Intelligence Cloud subscriptions include customer support to promptly provide you with the skilled assistance you need.
Getting started
We know there can be bumps along the way, from initial onboarding through adoption issues and complex customizations. Our team of experienced support professionals is here to quickly resolve any technical issues.
Offerings for every level of need
All Collibra Platform subscriptions include support that provides easy access to highly skilled technical resources with prompt response times to receive the assistance you need.
Standard Customer Support: Receive timely access to skilled technical resources.
Premium Customer Support: Receive an assigned support technician with SLAs. You will also receive regular status reviews and semi-annual service reviews. Contact your Collibra representative to upgrade.
| Support Requirement / Feature | Premium Customer Support | Standard Customer Support |
|---|---|---|
| Named Premium Support Engineer |  |
|
| Accelerated Response SLA | |
|
| Standard Response SLA | |
|
| Target Resolution SLA (Cloud Customers)* | |
|
| Bi-Annual Support Operations Review | |
|
| Priority Support Ticket Routing | |
|
| Standard Support Ticket Routing | |
|
| Regularly Scheduled Support Cadence | |
|
| Support Status Report | |
|
| 24/5 Support for Ticket Submissions (24/7 for Severity Level 1 Incidents) | |
|
| Regional Support Hours for Ticket Submissions | |
|
| Technical Knowledgebase | |
|
| Self Service online Tutorials and Courses (Collibra University) | |
|
| Access to Collibra Customer Support Engagement Matrix | |
|
| Authorized Support Contacts | 4 | 2 |
* Collibra provides best-in-class target resolution SLA and it’s non-negotiable.
Collibra Support Portal
Everything you need at your fingertips
Visit the Collibra support portal to access customer support, submit new ideas, search the knowledge base and more. You will need your account information to log in.
Contact support
Submit a ticket to the customer support team for personalized inquiry resolution.
Schedule upgrades
Submit a cloud operations request to schedule upgrades and more.
Share an idea
Visit our ideation portal to submit a request for new functionality.
Find resources
Search the knowledge base to find documentation, tips and tricks.
Connect with fellow Data Citizens
Join the online community and knowledge repository
