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Connector Improvement: Enable Automatic Support Ticket Creation for Connector Failures

Answered
Navneet Kapur User
  • Edited

For connectors, please provide an

  • automated way to create a SUPPORT ticket based on a "time since last successful sync" threshold. We are okay if this is rate-limited to <10 / day for the account. 
  • an automated way to up the severity of the open ticket based on a higher "time since last successful sync" threshold


Context: Crucial Connector syncs could run off hours where a failure endangers data freshness guarantees we make internally to customer teams. In most cases, all that we can do (when we wake up) is to file a support ticket. 

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1 comment

Date Votes
  • Official comment
    Amy Peterson Fivetranner

    Hi Navneet,

    Thanks for the feedback! We do have some processes around this today. If a connector fails for 24 hours, an engineering incident is created and then a support ticket is created after 48/72 hours if the connection is still not syncing.

    We understand your feedback on identifying crucial connectors and while this is not currently on the roadmap, we’ll consider it. Upvotes on this request will help us gauge demand as well.

    Thanks!

    Amy