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Express for Energy Data Insights Support

What's Included

So that you can get started right away in understanding and applying the OSDU® Data Platform, your subscription to Express for Energy Data Insights includes basic level support at no incremental cost. With basic level support you can:

  • Raise managed support requests at any time.
  • Receive best-effort support and assistance from 47Lining's team of OSDU® Data Platform and AWS support experts.
  • Request basic service tasks like adding Data Platform users.
  • Request assistance in understanding platform APIs and basic data loading
  • Learn about additional available OSDU® Data Platform adoption acceleration offerings

Raise a Support Request

You can raise a support request at any time via:

Support Process

You can raise a service request for any questions, incidents, enhancement suggestions, upgrade inquiries, or any issues that you experience related to your subscriptions.

You can receive support using this process:

  1. Submit a support request via your EDI Data Platform Portal, the 47Lining Support Portal, or email.
  2. A 47Lining support agent works to fulfill the service ticket. As needed, 47Lining will include subject matter experts in the OSDU® standard, the OSDU® Data Platform or AWS services.
  3. After resolving the request, 47Lining will consult you to be sure that you are satisfied with the resolution and will close the support request.

Details about Requesting Support

To raise a support request, you can either:

  1. click on "Support" in your EDI Data Platform Portal:

    Express for Energy Data Insights Support

    or raise a new support request at the 47Lining Support Portal.

    Then complete the support form as follows:

    Express for Energy Data Insights Support

    1. Enter your name
    2. Enter your email address
    3. Enter a short summary of the issue in the field "How can we help you?"
    4. Upload any attachments
    5. Submit the support request by clicking the "Send" button

    or

  2. Email the 47Lining support team at support@paas.47lining.com

Support Level

47Lining’s customer support team is available 9a - 5p in the continental United States (Central Time) and Europe (Central European Time). As we expand our deployments to additional AWS Regions, we will also expand corresponding support teams.

Service level varies based on issue severity as described in the table below. 47Lining makes commercially reasonable efforts to promptly address all support requests from subscribers.

Issue Severity Business Impact Description Acknowledgement Time
Severity 1 Critical Severe system or application impact. Impact is to an entire system, major business function or application. Within 2 business hours
Severity 2 High degraded or severely limited system impact. Impact is to a portion of a system, major business function, geographical location or application. Within 4 business hours
Severity 3 Medium Individual or Individuals are unable to perform required functions. Workaround or circumvention is available. Within 8 business hours
Severity 4 Minor Minimal system impact. Information only. Within 8 business hours