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 with 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. We may request that you send us a support bundle so that we can better help you troubleshoot the issue.

If you experience difficulty during installation of Dash Enterprise,
you can respond to the email that includes your Installation Plan to
receive support.

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

Generating a Support Bundle

Support bundles contain information about resources in the Kubernetes cluster. This includes, but is not limited to, nodes, pods, events, app and workspace logs, persistent volume claims, and ingresses.

Generating a support bundle is an administrator action. It requires the password to the admin console or access to the cluster with kubectl.