Dagster Support

Purpose

Dagster Support is committed to providing world-class technical assistance and a consistently excellent customer experience. Our mission is to help customers succeed with Dagster by ensuring timely, accurate, and effective resolution of product-related issues.

This document defines the scope of support coverage for Dagster. It clarifies what is covered by Dagster Support and what falls outside our responsibility, so that customers can engage our team effectively and know where to find the right resources.

Channels of Support

Dagster customers may access support through the following channels:

• Dagster Support Portal – Case management, ticket submission, and knowledge base access.
• Email Support – Direct contact for issues that require investigation.
• Documentation – Official product documentation and release notes, including best practices and usage examples.

Scope of Service

Dagster Support provides assistance with:

• Usage of Dagster products, including Dagster core APIs and hosted Dagster.
• Diagnosis and troubleshooting of product-related issues.
• Configuration of supported product features as documented.
• Guidance on APIs (ensuring Dagster’s methods and inputs return results as expected).
• Escalation of issues to Dagster Engineering when product defects, systemic problems, or critical incidents are identified.
• Support for current releases of Dagster software, in accordance with our product lifecycle and support policies.

Dagster Support does not provide assistance with:

• Custom business logic, pipelines, or user-authored configurations.
• Third-party tools, libraries, or services not owned by Dagster Labs.
• System, network, or cloud infrastructure design.
• Modified or unsupported installers or deployment packages.
• Custom integrations, product extensions, or environment-specific troubleshooting.
• Implementation of security or compliance policies.
• Training, enablement, or consulting services (these may be offered separately).
• Disaster recovery planning, backup configuration, or data migration.
• Direct support for customer end users or downstream clients.

Responsibilities and Best Practices

To ensure timely and effective support, customers are encouraged to:

• Provide detailed error messages, logs, and reproduction steps when submitting tickets.
• Clearly identify the affected Dagster version and deployment type.
• Describe prior troubleshooting steps taken before contacting Support.

Dagster Support is responsible for:

• Responding to customer requests and communicating updates within SLAs.
• Investigating reported product issues thoroughly and transparently.
• Maintaining a feedback loop with customers to continuously improve support processes and product quality.
• Providing accurate, documented, and actionable guidance.

Out-of-Scope Resources

For issues or questions outside the scope of Dagster Support, customers should use:

• Community Channels – For peer-driven discussions on best practices.
• Documentation & Tutorials – For how-to guides and self-service enablement.