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Please add as much information as possible to the Reporting requestsPlease do not tell us in the report the solution (for example: “I want a metric that shows the names of all paying users, their MRR, how many recipes they have, how many team members”) instead tell us the problem you are trying to solve or the question you are trying to answer (for example: “I am trying to figure out if there is a way to predict that a user will convert to paying”) Please do not bundle requests into one form. Each request should answer one question (or solve one problem)Requests are final once they are submitted. You cannot add any additional requirements or change the existing requirements once the request is submitted New requirements should be reported as a new request Changes to existing requirements should be added in a comment to the ticket, and we will give you guidelines in terms of next steps
Submitting Data Request
All data related requests must be submitted via the . No requests should be sent via email/slack/verbally etc. Only requests submitted via the official form will be looked at. Please review the below table for info about the types of requests and expectations.
Request types
Request
Description
SLA (response time - for when you will hear back from support. This is NOT SLA for resolving issues)
Notes
Help
Request help from the data team on metrics you started building on your end
Up to 2 business days
Help and Question requests will always get priority in the queue. It is always better to try to create a metric yourself and ask for help than to request a Report and wait.
Help requests are guidance requests. The data team will help guide you on how to build or fix a metric. Keep in mind that the work will still have to be done by you.
Questions should only be used to ask questions. Do not use this request to request help, request a new report, etc. Use this for general questions that require no actual work to answer.
Question
Ask the data team general data related questions
Up to 2 business days
Help and Question requests will always get priority in the queue. It is always better to try to create a metric yourself and ask for help than to request a Report and wait.
Help requests are guidance requests. The data team will help guide you on how to build or fix a metric. Keep in mind that the work will still have to be done by you.
Questions should only be used to ask questions. Do not use this request to request help, request a new report, etc. Use this for general questions that require no actual work to answer.
Issue
Let the data team know if an existing metric does not seem accurate and should be reviewed or with an integration
Up to 3 business days
Note: any issues with the customer facing Analytics Dashboard (in the app) must go through the .
Report
Request a new report/metric to be created for you by someone from the data team
Up to 5 business days
Reports will always take the longest to resolve. Take longer to hear back, and longer to complete. These are bigger requests so please keep that in mind.
It is always recommended to try to get the metric set up on your end and request help rather than request a Report created right off the start.
Please see more below.
Partner onboarding
Request to initiate a new partner onboarding
N/A
This refers to any partnership that requires any sort of information from us about the customers as part of the integration (recipe exports for customers, etc).
Note that this integration can be lengthy. Depending on the expectations. Partner integrations should always be handled as a “project” (kickoff, ongoing communication, etc). Submitting this ticket alone is not enough.
Customer integration
Request an new customer integrations to be enabled
Up to 5 business days
This refers to customers who are interested in connecting to our Snowflake to pull data.
The 5 business days SLA assumes no custom requirements are needed as part of the request. Any customizations will have to be evaluated separately for a more accurate timeline.
Update
For customer or partner integration only. Request and adjustment/update for a live and enabled integration
N/A
Response time depends on the request. Please assume no less than 5 business days. But depending on the request - could be longer. More info will be provided once the request has been reviewed.
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Reporting requests
When to use Reporting requests
Reporting requests should be reserved for bigger company/team wide big picture analysis. Churn evaluation, conversion rates, etc.
Never use reporting requests for stuff that are user specific (“how many items does user x have”, “user y wants an export of their ingredients”,etc) and never use reporting requests for specific questions (“how many users imported ingredients just today?”, etc). These types of requests should be handled on your end. If you are unable to figure out how to collect that data - open a Help request.
Priorities and due dates
Reporting requests no longer allow you to assign priority or due dates to a request. Keep in mind when submitting a request that it could take a few days until you hear back, and even longer for the request to complete. For requests that are high priority and/or very time sensitive - add comments to justify that in the Anything else we should be aware of field at the bottom of the form.
If a request becomes high priority at any given time, please add a note in the ticket description with the reasoning and we will evaluate and get back to you within 1-2 days.
General guidelines:
Please make sure you follow the below when requesting reports or analysis:
Statuses
Below is the list of available ticket statuses and meanings:
Status
Meaning
To Do
Tickets in queue have not been worked on yet, they are in line and will be worked on in the near future.
In Progress
Tickets that are In Progress are actively being worked on.
In QA
When the main work on building the metric is done, the ticket will be moved to the In QA status. This means that although the metric might exist now, it is still being reviewed and audited to assure nothing was missed and there are no issues with it.
Tickets at this stage are not yet ready for review on your end.
Report Ready
When the newly created metric passes the QA process- it will be moved to the Report Ready stage. This means that the ticket is ready for you to review.
At this stage you will have 5 business days to review the metric and confirm that all looks good (and close the ticket), or add comments on any issues found.
If after 5 business days we do not hear back, we will assume that the metric looks good and will close the ticket.
Waiting for Details
Any information missing will be communicated back to you as a comment in the ticket. At that point the ticket will be moved to this stage. When a ticket is in this stage that means that we are blocked from being able to do any further work on it until we hear back from you.
Note that you will have 5 business days to respond back to the comments in the ticket. If after 5 business days we do not hear back - we will close the ticket.
Done
Tickets that are complete
Closed
Tickets that were either already previous done, or were canceled by the reporter
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