From 4fdd102d2b57977455cf294084af82b7da41e0e4 Mon Sep 17 00:00:00 2001 From: mirnawong1 Date: Mon, 13 Nov 2023 16:28:41 +0000 Subject: [PATCH 01/12] add table --- website/docs/docs/dbt-support.md | 15 ++++++++++++++- 1 file changed, 14 insertions(+), 1 deletion(-) diff --git a/website/docs/docs/dbt-support.md b/website/docs/docs/dbt-support.md index 513d5fff588..d1580fdb16e 100644 --- a/website/docs/docs/dbt-support.md +++ b/website/docs/docs/dbt-support.md @@ -30,7 +30,9 @@ Types of dbt Cloud-related questions our Support team can assist you with, regar - why my CI jobs are not kicking off as expected. -### dbt Cloud Enterprise accounts +Developer and Team accounts are not subject to a service level agreement. If you are interested in adding one, [contact Sales](https://www.getdbt.com/pricing/) to ask about our Enterprise plan. + +## dbt Cloud Enterprise accounts For customers on a dbt Cloud Enterprise plan, we **also** offer basic assistance in troubleshooting issues with your dbt project. - **Something isn't working the way I would expect it to...** @@ -50,5 +52,16 @@ Types of questions you should ask your Solutions Architect and Sales Director: - Here is our data road map for the next year - can we talk through how dbt fits into it and what features we may not be utilizing that can help us achieve our goals? - It is time for our contract renewal, what options do I have? +### Severity level + +Support tickets are assigned a severity level based on the impact of the issue to your business. The severity level determines the priority level of support you will receive. For specific ticket response time, Support does not have access to an Enterprise account's service level agreement (SLA). Please contact your legal team for a copy of your contract. <-- NOT SURE WE SHOULD USE STATE THIS - IT MAKES IT SEEM LIKE SUPPORT DONT KNOW WHEN WE HAVE TO RESPOND TO AN ENTERPRISE'S TICKET SINCE WE'RE SAYING WE DON'T HAVE ACCESS TO THEIR CONTRACT. I WOULDN'T WANT USERS TO THINK WE'RE NOT TREATING THEIR TICKET BASED ON THEIR SPECIFIC SLA. + + +| Severity Level | Description | +| -------------- | ----------- | +| Severity Level 1 | Any Error which makes the use or continued use of the Subscription or material features impossible; Subscription is not operational, with no alternative available. | +| Severity Level 2 | AFeature failure, without a workaround, but Subscription is operational. | +| Severity Level 3 | Feature failure, but a workaround exists. | +| Severity Level 4 | Error with low-to-no impact on Client’s access to or use of the Subscription, or Client has a general question or feature enhancement request. | When you need help writing SQL, reviewing the overall performance of your project, or want someone to actually help build your dbt project, check out our list of [dbt Preferred Consulting Providers](https://www.getdbt.com/ecosystem/) or our [Services](https://www.getdbt.com/dbt-labs/services/) page! From 902ac274f5a42980774ed562491f1ae605e55a30 Mon Sep 17 00:00:00 2001 From: mirnawong1 Date: Mon, 13 Nov 2023 17:18:56 +0000 Subject: [PATCH 02/12] tweaks --- website/docs/docs/dbt-support.md | 22 ++++++++++++++++++---- 1 file changed, 18 insertions(+), 4 deletions(-) diff --git a/website/docs/docs/dbt-support.md b/website/docs/docs/dbt-support.md index d1580fdb16e..267d8cbe1a0 100644 --- a/website/docs/docs/dbt-support.md +++ b/website/docs/docs/dbt-support.md @@ -5,13 +5,24 @@ pagination_next: null pagination_prev: null --- +Support for dbt is available to all users through the following channels: + +- The dbt Support team (dbt Cloud users). +- [The Community Forum](https://discourse.getdbt.com/). +- [dbt Community slack](https://www.getdbt.com/community/join-the-community/). + ## dbt Core support If you're developing on the command line (CLI) and have questions or need some help — reach out to the helpful dbt community through [the Community Forum](https://discourse.getdbt.com/) or [dbt Community slack](https://www.getdbt.com/community/join-the-community/). ## dbt Cloud support +The global dbt Support team is available to dbt Cloud customers by email or in-product live chat: +- **Enterprise plans** — Have priority access and options for custom coverage, receive implementation assistance, dedicated account management, and a dbt Labs Security and Legal review. +- **Developer and Team plans** — Have 24x5 support. Developer and Team accounts are not subject to a service level agreement. If you are interested in adding one, [contact Sales](https://www.getdbt.com/pricing/) to ask about our Enterprise plan. + We want to help you work through implementing and utilizing dbt Cloud at your organization. Have a question you can't find an answer to in [our docs](https://docs.getdbt.com/) or [the Community Forum](https://discourse.getdbt.com/)? Our Support team is here to `dbt help` you! + Check out our guide on [getting help](/community/resources/getting-help) - half of the problem is often knowing where to look... and how to ask good questions! Types of dbt Cloud-related questions our Support team can assist you with, regardless of your dbt Cloud plan: @@ -30,8 +41,6 @@ Types of dbt Cloud-related questions our Support team can assist you with, regar - why my CI jobs are not kicking off as expected. -Developer and Team accounts are not subject to a service level agreement. If you are interested in adding one, [contact Sales](https://www.getdbt.com/pricing/) to ask about our Enterprise plan. - ## dbt Cloud Enterprise accounts For customers on a dbt Cloud Enterprise plan, we **also** offer basic assistance in troubleshooting issues with your dbt project. @@ -52,6 +61,11 @@ Types of questions you should ask your Solutions Architect and Sales Director: - Here is our data road map for the next year - can we talk through how dbt fits into it and what features we may not be utilizing that can help us achieve our goals? - It is time for our contract renewal, what options do I have? + +For help writing SQL, reviewing the overall performance of your project, or want someone to actually help build your dbt project, refer to the following pages: +- List of [dbt Preferred Consulting Providers](https://www.getdbt.com/ecosystem/). +- dbt Labs' [Services](https://www.getdbt.com/dbt-labs/services/). + ### Severity level Support tickets are assigned a severity level based on the impact of the issue to your business. The severity level determines the priority level of support you will receive. For specific ticket response time, Support does not have access to an Enterprise account's service level agreement (SLA). Please contact your legal team for a copy of your contract. <-- NOT SURE WE SHOULD USE STATE THIS - IT MAKES IT SEEM LIKE SUPPORT DONT KNOW WHEN WE HAVE TO RESPOND TO AN ENTERPRISE'S TICKET SINCE WE'RE SAYING WE DON'T HAVE ACCESS TO THEIR CONTRACT. I WOULDN'T WANT USERS TO THINK WE'RE NOT TREATING THEIR TICKET BASED ON THEIR SPECIFIC SLA. @@ -60,8 +74,8 @@ Support tickets are assigned a severity level based on the impact of the issue t | Severity Level | Description | | -------------- | ----------- | | Severity Level 1 | Any Error which makes the use or continued use of the Subscription or material features impossible; Subscription is not operational, with no alternative available. | -| Severity Level 2 | AFeature failure, without a workaround, but Subscription is operational. | +| Severity Level 2 | Feature failure, without a workaround, but Subscription is operational. | | Severity Level 3 | Feature failure, but a workaround exists. | | Severity Level 4 | Error with low-to-no impact on Client’s access to or use of the Subscription, or Client has a general question or feature enhancement request. | -When you need help writing SQL, reviewing the overall performance of your project, or want someone to actually help build your dbt project, check out our list of [dbt Preferred Consulting Providers](https://www.getdbt.com/ecosystem/) or our [Services](https://www.getdbt.com/dbt-labs/services/) page! + From b85f2b8bd2657921a127b194cc499f3a543432cc Mon Sep 17 00:00:00 2001 From: mirnawong1 Date: Mon, 13 Nov 2023 17:22:15 +0000 Subject: [PATCH 03/12] removing comment --- website/docs/docs/dbt-support.md | 6 +++--- 1 file changed, 3 insertions(+), 3 deletions(-) diff --git a/website/docs/docs/dbt-support.md b/website/docs/docs/dbt-support.md index 267d8cbe1a0..5542af7ed52 100644 --- a/website/docs/docs/dbt-support.md +++ b/website/docs/docs/dbt-support.md @@ -68,11 +68,11 @@ For help writing SQL, reviewing the overall performance of your project, or want ### Severity level -Support tickets are assigned a severity level based on the impact of the issue to your business. The severity level determines the priority level of support you will receive. For specific ticket response time, Support does not have access to an Enterprise account's service level agreement (SLA). Please contact your legal team for a copy of your contract. <-- NOT SURE WE SHOULD USE STATE THIS - IT MAKES IT SEEM LIKE SUPPORT DONT KNOW WHEN WE HAVE TO RESPOND TO AN ENTERPRISE'S TICKET SINCE WE'RE SAYING WE DON'T HAVE ACCESS TO THEIR CONTRACT. I WOULDN'T WANT USERS TO THINK WE'RE NOT TREATING THEIR TICKET BASED ON THEIR SPECIFIC SLA. +Support tickets are assigned a severity level based on the impact of the issue to your business. The severity level determines the priority level of support you will receive. For specific ticket response time, Support does not have access to an Enterprise account's service level agreement (SLA). Please contact your legal team for a copy of your contract. -| Severity Level | Description | -| -------------- | ----------- | +| Severity Level | Description | +| -------------- | ----------- | | Severity Level 1 | Any Error which makes the use or continued use of the Subscription or material features impossible; Subscription is not operational, with no alternative available. | | Severity Level 2 | Feature failure, without a workaround, but Subscription is operational. | | Severity Level 3 | Feature failure, but a workaround exists. | From 43d95665e4cefb866c484669be4b44b2144d2c5e Mon Sep 17 00:00:00 2001 From: mirnawong1 Date: Mon, 13 Nov 2023 17:42:05 +0000 Subject: [PATCH 04/12] tweaks --- website/docs/docs/dbt-support.md | 4 ++-- 1 file changed, 2 insertions(+), 2 deletions(-) diff --git a/website/docs/docs/dbt-support.md b/website/docs/docs/dbt-support.md index 5542af7ed52..d1d21570536 100644 --- a/website/docs/docs/dbt-support.md +++ b/website/docs/docs/dbt-support.md @@ -7,7 +7,7 @@ pagination_prev: null Support for dbt is available to all users through the following channels: -- The dbt Support team (dbt Cloud users). +- Dedicated dbt Support team (For dbt Cloud users). - [The Community Forum](https://discourse.getdbt.com/). - [dbt Community slack](https://www.getdbt.com/community/join-the-community/). @@ -68,7 +68,7 @@ For help writing SQL, reviewing the overall performance of your project, or want ### Severity level -Support tickets are assigned a severity level based on the impact of the issue to your business. The severity level determines the priority level of support you will receive. For specific ticket response time, Support does not have access to an Enterprise account's service level agreement (SLA). Please contact your legal team for a copy of your contract. +Enterprise support tickets are assigned a severity level based on the impact of the issue to your business. The severity level determines the priority level of support you will receive. For specific ticket response times, Support does not have access to an Enterprise account's service level agreement (SLA). Please contact your legal team for a copy of your contract. | Severity Level | Description | From 0f74128fa23238819f55687aa693f8951f86ae46 Mon Sep 17 00:00:00 2001 From: mirnawong1 Date: Mon, 13 Nov 2023 17:59:29 +0000 Subject: [PATCH 05/12] updates --- website/docs/docs/dbt-support.md | 4 ++-- 1 file changed, 2 insertions(+), 2 deletions(-) diff --git a/website/docs/docs/dbt-support.md b/website/docs/docs/dbt-support.md index d1d21570536..4d8bdf74876 100644 --- a/website/docs/docs/dbt-support.md +++ b/website/docs/docs/dbt-support.md @@ -18,8 +18,8 @@ If you're developing on the command line (CLI) and have questions or need some h ## dbt Cloud support The global dbt Support team is available to dbt Cloud customers by email or in-product live chat: -- **Enterprise plans** — Have priority access and options for custom coverage, receive implementation assistance, dedicated account management, and a dbt Labs Security and Legal review. -- **Developer and Team plans** — Have 24x5 support. Developer and Team accounts are not subject to a service level agreement. If you are interested in adding one, [contact Sales](https://www.getdbt.com/pricing/) to ask about our Enterprise plan. +- **Enterprise plans** — Have [priority access](#severity-level), options for custom coverage, receive implementation assistance, dedicated account management, and a dbt Labs Security and Legal review. +- **Developer and Team plans** — Have 24x5 support and not subject to a service level agreement. If you are interested in adding one, [contact Sales](https://www.getdbt.com/pricing/) to ask about our Enterprise plan. We want to help you work through implementing and utilizing dbt Cloud at your organization. Have a question you can't find an answer to in [our docs](https://docs.getdbt.com/) or [the Community Forum](https://discourse.getdbt.com/)? Our Support team is here to `dbt help` you! From 178717f3f17c8a7c6575b5ab3a0bb36de9ab309c Mon Sep 17 00:00:00 2001 From: mirnawong1 Date: Mon, 13 Nov 2023 18:02:02 +0000 Subject: [PATCH 06/12] tweak --- website/docs/docs/dbt-support.md | 13 +++++++++++-- 1 file changed, 11 insertions(+), 2 deletions(-) diff --git a/website/docs/docs/dbt-support.md b/website/docs/docs/dbt-support.md index 4d8bdf74876..b746e2cf661 100644 --- a/website/docs/docs/dbt-support.md +++ b/website/docs/docs/dbt-support.md @@ -18,8 +18,17 @@ If you're developing on the command line (CLI) and have questions or need some h ## dbt Cloud support The global dbt Support team is available to dbt Cloud customers by email or in-product live chat: -- **Enterprise plans** — Have [priority access](#severity-level), options for custom coverage, receive implementation assistance, dedicated account management, and a dbt Labs Security and Legal review. -- **Developer and Team plans** — Have 24x5 support and not subject to a service level agreement. If you are interested in adding one, [contact Sales](https://www.getdbt.com/pricing/) to ask about our Enterprise plan. + +- **Enterprise plans** — + - Have [priority access](#severity-level) + - Options for custom support coverage hours + - Receive implementation assistance + - Dedicated account management + - Security and legal review by dbt Labs +- +- **Developer and Team plans** — + - 24x5 support + - No service level agreement included. If you are interested in adding one, [contact Sales](https://www.getdbt.com/pricing/) to ask about our Enterprise plan. We want to help you work through implementing and utilizing dbt Cloud at your organization. Have a question you can't find an answer to in [our docs](https://docs.getdbt.com/) or [the Community Forum](https://discourse.getdbt.com/)? Our Support team is here to `dbt help` you! From 3be4c4b0467e52d6128d66824b6ee67725638710 Mon Sep 17 00:00:00 2001 From: mirnawong1 Date: Mon, 13 Nov 2023 18:12:50 +0000 Subject: [PATCH 07/12] tweak --- website/docs/docs/dbt-support.md | 6 +++--- 1 file changed, 3 insertions(+), 3 deletions(-) diff --git a/website/docs/docs/dbt-support.md b/website/docs/docs/dbt-support.md index b746e2cf661..283c8fd67a7 100644 --- a/website/docs/docs/dbt-support.md +++ b/website/docs/docs/dbt-support.md @@ -19,14 +19,14 @@ If you're developing on the command line (CLI) and have questions or need some h The global dbt Support team is available to dbt Cloud customers by email or in-product live chat: -- **Enterprise plans** — +- **Enterprise plans** - Have [priority access](#severity-level) - Options for custom support coverage hours - Receive implementation assistance - Dedicated account management - Security and legal review by dbt Labs -- -- **Developer and Team plans** — + +- **Developer and Team plans** - 24x5 support - No service level agreement included. If you are interested in adding one, [contact Sales](https://www.getdbt.com/pricing/) to ask about our Enterprise plan. From b991e3a1b8f0ab500afb0e1276af06e612e10fb7 Mon Sep 17 00:00:00 2001 From: mirnawong1 <89008547+mirnawong1@users.noreply.github.com> Date: Mon, 13 Nov 2023 18:17:14 +0000 Subject: [PATCH 08/12] Update dbt-support.md --- website/docs/docs/dbt-support.md | 6 +++--- 1 file changed, 3 insertions(+), 3 deletions(-) diff --git a/website/docs/docs/dbt-support.md b/website/docs/docs/dbt-support.md index b746e2cf661..283c8fd67a7 100644 --- a/website/docs/docs/dbt-support.md +++ b/website/docs/docs/dbt-support.md @@ -19,14 +19,14 @@ If you're developing on the command line (CLI) and have questions or need some h The global dbt Support team is available to dbt Cloud customers by email or in-product live chat: -- **Enterprise plans** — +- **Enterprise plans** - Have [priority access](#severity-level) - Options for custom support coverage hours - Receive implementation assistance - Dedicated account management - Security and legal review by dbt Labs -- -- **Developer and Team plans** — + +- **Developer and Team plans** - 24x5 support - No service level agreement included. If you are interested in adding one, [contact Sales](https://www.getdbt.com/pricing/) to ask about our Enterprise plan. From b55e329d832ea004db99914136bccda92d388857 Mon Sep 17 00:00:00 2001 From: mirnawong1 <89008547+mirnawong1@users.noreply.github.com> Date: Mon, 13 Nov 2023 18:17:40 +0000 Subject: [PATCH 09/12] Update dbt-support.md --- website/docs/docs/dbt-support.md | 6 +++--- 1 file changed, 3 insertions(+), 3 deletions(-) diff --git a/website/docs/docs/dbt-support.md b/website/docs/docs/dbt-support.md index 283c8fd67a7..746d9b81e74 100644 --- a/website/docs/docs/dbt-support.md +++ b/website/docs/docs/dbt-support.md @@ -39,14 +39,14 @@ Types of dbt Cloud-related questions our Support team can assist you with, regar - set up a dbt Cloud project? - set up a private package in dbt Cloud? - configure custom branches on git repos? - - link dbt to a new github account? + - link dbt to a new GitHub account? - **Help! I can't...** - log in. - access logs. - update user groups. - **I need help understanding...** - why this run failed. - - why I am getting this error message in dbt Cloud. + - why I am getting this error message in dbt Cloud? - why my CI jobs are not kicking off as expected. @@ -77,7 +77,7 @@ For help writing SQL, reviewing the overall performance of your project, or want ### Severity level -Enterprise support tickets are assigned a severity level based on the impact of the issue to your business. The severity level determines the priority level of support you will receive. For specific ticket response times, Support does not have access to an Enterprise account's service level agreement (SLA). Please contact your legal team for a copy of your contract. +Enterprise support tickets are assigned a severity level based on the impact of the issue on your business. The severity level determines the priority level of support you will receive. For specific ticket response times, Support does not have access to an Enterprise account's service level agreement (SLA). Please contact your legal team for a copy of your contract. | Severity Level | Description | From 4803b09a208f56862c309d2d1d49f594f5038d23 Mon Sep 17 00:00:00 2001 From: mirnawong1 <89008547+mirnawong1@users.noreply.github.com> Date: Mon, 13 Nov 2023 18:30:39 +0000 Subject: [PATCH 10/12] Update website/docs/docs/dbt-support.md --- website/docs/docs/dbt-support.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/website/docs/docs/dbt-support.md b/website/docs/docs/dbt-support.md index 746d9b81e74..38d56fe7464 100644 --- a/website/docs/docs/dbt-support.md +++ b/website/docs/docs/dbt-support.md @@ -7,7 +7,7 @@ pagination_prev: null Support for dbt is available to all users through the following channels: -- Dedicated dbt Support team (For dbt Cloud users). +- Dedicated dbt Support team (dbt Cloud users). - [The Community Forum](https://discourse.getdbt.com/). - [dbt Community slack](https://www.getdbt.com/community/join-the-community/). From 47cb1dc3b1709a77d45b1f43c8113f9c91dbf50b Mon Sep 17 00:00:00 2001 From: mirnawong1 Date: Tue, 14 Nov 2023 10:57:45 +0000 Subject: [PATCH 11/12] legal feedback --- website/docs/docs/dbt-support.md | 75 +++++++++++++++++--------------- 1 file changed, 41 insertions(+), 34 deletions(-) diff --git a/website/docs/docs/dbt-support.md b/website/docs/docs/dbt-support.md index 38d56fe7464..a558121326f 100644 --- a/website/docs/docs/dbt-support.md +++ b/website/docs/docs/dbt-support.md @@ -17,42 +17,50 @@ If you're developing on the command line (CLI) and have questions or need some h ## dbt Cloud support -The global dbt Support team is available to dbt Cloud customers by email or in-product live chat: - +The global dbt Support team is available to dbt Cloud customers by email or in-product live chat. We want to help you work through implementing and utilizing dbt Cloud at your organization. Have a question you can't find an answer to in [our docs](https://docs.getdbt.com/) or [the Community Forum](https://discourse.getdbt.com/)? Our Support team is here to `dbt help` you! + +- **Enterprise plans** — Priority [support](#severity-level-for-enterprise-support), options for custom support coverage hours, implementation assistance, dedicated management, and dbt Labs security reviews depending on price point. +- **Developer and Team plans** — 24x5 support (no service level agreement (SLA); [contact Sales](https://www.getdbt.com/pricing/) for Enterprise plan inquiries). +- **Support team help** — Assistance with dbt Cloud questions, like project setup, login issues, error understanding, setup private packages, link to a new GitHub account, and so on. +- **Resource guide** — Check the [guide](/community/resources/getting-help) for effective help-seeking strategies. + +
+Example of common support questions +Types of dbt Cloud-related questions our Support team can assist you with, regardless of your dbt Cloud plan:

+How do I...
+ - set up a dbt Cloud project?
+ - set up a private package in dbt Cloud?
+ - configure custom branches on git repos?
+ - link dbt to a new GitHub account?

+Help! I can't...
+ - log in.
+ - access logs.
+ - update user groups.

+I need help understanding...
+ - why this run failed.
+ - why I am getting this error message in dbt Cloud?
+ - why my CI jobs are not kicking off as expected.
+
+ + ## dbt Cloud Enterprise accounts -For customers on a dbt Cloud Enterprise plan, we **also** offer basic assistance in troubleshooting issues with your dbt project. +Basic assistance with dbt project troubleshooting. +Help with errors and issues in macros, models, and dbt Labs' packages. +For strategic advice, expansion, and project setup, consult Solutions Architect and Sales Director. + +For customers on a dbt Cloud Enterprise plan, we **also** offer basic assistance in troubleshooting issues with your dbt project: - **Something isn't working the way I would expect it to...** - in a macro I created... - in an incremental model I'm building... @@ -70,15 +78,9 @@ Types of questions you should ask your Solutions Architect and Sales Director: - Here is our data road map for the next year - can we talk through how dbt fits into it and what features we may not be utilizing that can help us achieve our goals? - It is time for our contract renewal, what options do I have? +### Severity level for Enterprise support -For help writing SQL, reviewing the overall performance of your project, or want someone to actually help build your dbt project, refer to the following pages: -- List of [dbt Preferred Consulting Providers](https://www.getdbt.com/ecosystem/). -- dbt Labs' [Services](https://www.getdbt.com/dbt-labs/services/). - -### Severity level - -Enterprise support tickets are assigned a severity level based on the impact of the issue on your business. The severity level determines the priority level of support you will receive. For specific ticket response times, Support does not have access to an Enterprise account's service level agreement (SLA). Please contact your legal team for a copy of your contract. - +Support tickets are assigned a severity level based on the impact of the issue on your business. The severity level is assigned by dbt Labs at its sole discretion, and determines the priority level of support you will receive. For specific ticket response time or other questions that relate to your Enterprise account’s SLA, please refer to your Enterprise contract. | Severity Level | Description | | -------------- | ----------- | @@ -87,4 +89,9 @@ Enterprise support tickets are assigned a severity level based on the impact of | Severity Level 3 | Feature failure, but a workaround exists. | | Severity Level 4 | Error with low-to-no impact on Client’s access to or use of the Subscription, or Client has a general question or feature enhancement request. | +## External help +For SQL writing, project performance review, or project building, refer to dbt Preferred Consulting Providers and dbt Labs' Services. +For help writing SQL, reviewing the overall performance of your project, or want someone to actually help build your dbt project, refer to the following pages: +- List of [dbt Preferred Consulting Providers](https://www.getdbt.com/ecosystem/). +- dbt Labs' [Services](https://www.getdbt.com/dbt-labs/services/). From 1894b42cacd3a49366eaea3681fec2bf89ac1a49 Mon Sep 17 00:00:00 2001 From: mirnawong1 Date: Tue, 14 Nov 2023 14:21:10 +0000 Subject: [PATCH 12/12] tweak from legal --- website/docs/docs/dbt-support.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/website/docs/docs/dbt-support.md b/website/docs/docs/dbt-support.md index a558121326f..40968b9d763 100644 --- a/website/docs/docs/dbt-support.md +++ b/website/docs/docs/dbt-support.md @@ -80,7 +80,7 @@ Types of questions you should ask your Solutions Architect and Sales Director: ### Severity level for Enterprise support -Support tickets are assigned a severity level based on the impact of the issue on your business. The severity level is assigned by dbt Labs at its sole discretion, and determines the priority level of support you will receive. For specific ticket response time or other questions that relate to your Enterprise account’s SLA, please refer to your Enterprise contract. +Support tickets are assigned a severity level based on the impact of the issue on your business. The severity level is assigned by dbt Labs, and the level assigned determines the priority level of support you will receive. For specific ticket response time or other questions that relate to your Enterprise account’s SLA, please refer to your Enterprise contract. | Severity Level | Description | | -------------- | ----------- |