Dash Enterprise Support

This documentation is for Dash Enterprise.
Dash Enterprise is the fastest way to write & deploy Dash apps and
Jupyter notebooks.
10% of the Fortune 500 uses Dash Enterprise to productionize AI and
data science apps. Find out if your company is using Dash Enterprise.

Support is available for recent versions of Dash Enterprise. You can find the support email address within Dash Enterprise under the Help & Support menu heading. Please include a detailed description of the issue.

Is My Version Still Supported?

To ensure you can receive support, upgrade Dash Enterprise regularly. We recommend keeping your instance as close to the latest version as possible for best results.

The following chart displays the lifecycle of Dash Enterprise versions over time. Only those versions that are in the Active, Supported, or Maintenance phases of their lifecycle are eligible for support.

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4 refers to the entire Dash Enterprise 4.X series.

Version Lifecycle

Active: Recent version eligible for feature releases, bug fixes, and security patches.
Supported: Eligible for bug fixes and security patches, but no new features.
Maintenance: Eligible for security patches only.
Deprecated: Out of standard support; customers are advised to upgrade as soon as possible.
End-of-life: No updates, patches, or support (including for downtime issues) can be provided.

Support Team Groups and Request Priority

The Dash Enterprise support team is split into two groups, Install/Infra and
Solutions.

Install/Infra: This group focuses on installations and upgrades,
as well as infrastructure, server, cluster, resourcing, and
authentication related issues.

The official hours for Install/Infra tickets are: 4am - 12am ET Monday - Friday.

Solutions: This group is available to assist with product usage
questions including building Dash apps, app deployment, or
any questions about our proprietary Python packages included with
Dash Enterprise.

The official hours for Solutions tickets are: 4am - 6pm ET Monday - Friday.

Support requests are prioritized by severity.

Severity Level	Description	Expected Response Time (SLA)
1 - Critical	Loss of access, Downtime of Production system	Within 4 hours Monday - Friday
2 - Medium	Downtime of Development or Test systems, Blocking workflows	Within 8 hours Monday - Friday
3 - Minor	Questions related to code improvements, Feature requests	Within 24 hours Monday - Friday
4 - Feature Requests		No SLA
5 - Schedule support hours	May be scheduled on a case by case basis with at least 48 hours’ notice.	No SLA