Get help with DataForge
If your subscription was purchased through Google Cloud Marketplace, AWS Marketplace, or Azure Marketplace, mention the marketplace and your account ID when you write us — that lets us route your request to the right queue and pull your usage history before we reply.
How to reach us
Email is the primary support channel. Address your message to the queue that fits the topic; if you aren't sure, the general inbox routes correctly within one business day.
Account, subscription, invoicing, plan changes, and anything you don't have a better email for.
Vulnerability reports, suspected account compromise, abuse. Prefix subject with [Security] for priority handling.
Commercial licensing, EULA inquiries, partnership agreements, private-offer terms.
Every message is read by a human within one business day. A ticketing portal with self-service status tracking is on the roadmap; in the meantime, the inbox is monitored throughout business hours.
Response times
Targets are by plan tier and request priority. Priority is set by us based on the description in your message; the guidance under "How to write a good ticket" helps us classify accurately on the first read.
| Plan | P1 | P2 | P3 |
|---|---|---|---|
| Sandbox | Best effort | Best effort | Best effort |
| SMB 1 & SMB 2 | 1 business day | 1 business day | 2 business days |
| Professional & Professional+ | 4 business hours | 1 business day | 2 business days |
| Enterprise & Enterprise+ | 1 business hour | 4 business hours | 1 business day |
| Platform Partner | 1 hour, 24/7 | 4 business hours | 1 business day |
"Business hours" means 9:00–18:00 US/Eastern, Monday through Friday, excluding U.S. federal holidays. "Best effort" means we read every Sandbox message and reply when we can, but we do not commit to a timeline.
How to write a good ticket
The faster we can reproduce or diagnose the issue, the faster we can resolve it. Include as much of the following as applies:
- Your marketplace and account ID (Google Cloud, AWS, or Azure marketplace account name) or your DataForge customer ID from the account dashboard.
- The plan tier you are on.
- What you were doing, what you expected to happen, and what actually happened.
- For job failures: the job ID, the source and target connection types (without credentials), and any error message the API returned.
- For billing questions: the billing period in question (e.g. "May 2026") and which line item you are asking about.
- For security reports: a description of the issue, reproduction steps if available, and your preferred contact for follow-up. We will acknowledge within one business day.
Do not include credentials, connection strings, customer data samples, or any other secret in your initial message. If a credential is needed for diagnosis, we will set up a secure channel and request it explicitly.
Before you write
Many questions are answered by the documentation and policy pages already on this site. Worth a quick look first:
Prerequisites, configuration, and result interpretation for the benchmark harness.
End User License Agreement covering use, support obligations, and warranty.
Evaluation-period terms for the standalone Test Engine binary.
What metadata we collect, what we don't, and how it is handled.
How approaching-cap, overage, and ratchet notifications work.
Validated throughput on consumer and reference hardware.
question?
Email us with the details above. Every message is read by a human.