# Why there is no elastic engineer to support us? **URL:** \ **Category:** Elasticsearch\ **Created:** [May 20, 2019, 3:51pm UTC](https://discuss.elastic.co/t/why-there-is-no-elastic-engineer-to-support-us/181867 "2019-05-20T15:51:52Z")\ **Posts on this page:** 6\ **Page:** 1
**Author:** ![Robin\_Guo](https://sea2.discourse-cdn.com/elastic/user_avatar/discuss.elastic.co/robin_guo/32/42297_2.png) [@Robin\_Guo](https://discuss.elastic.co/u/Robin_Guo)\ **Post date:** [May 20, 2019, 3:51pm UTC](https://discuss.elastic.co/t/why-there-is-no-elastic-engineer-to-support-us/181867/1 "2019-05-20T15:51:53Z")
As we have already subscribed the **platinum** support for Elastic cloud (SaaS) when I ask help to elastic support ([support@elastic.co](mailto:support@elastic.co)), why there is no engineer support us instantly. Your CEO Shane said before, put the service at the first. what a bad service! Please do responsible for your SLA support promise [https://www.elastic.co/cloud/elasticsearch-service/subscriptions](https://www.elastic.co/cloud/elasticsearch-service/subscriptions) Your request (#00341031) has been received and is being reviewed by our support staff. **Severity:** Level 3 (Normal) **SLA:** 3 Business days Thanks! Elastic Support ---
**Author:** ![warkolm](https://sea2.discourse-cdn.com/elastic/user_avatar/discuss.elastic.co/warkolm/32/39224_2.png) [@warkolm](https://discuss.elastic.co/u/warkolm)\ **Post date:** [May 20, 2019, 3:57pm UTC](https://discuss.elastic.co/t/why-there-is-no-elastic-engineer-to-support-us/181867/2 "2019-05-20T15:57:58Z")
Just so we understand, are you saying that you are expecting we respond to your request immediately? ---
**Author:** ![Robin\_Guo](https://sea2.discourse-cdn.com/elastic/user_avatar/discuss.elastic.co/robin_guo/32/42297_2.png) [@Robin\_Guo](https://discuss.elastic.co/u/Robin_Guo)\ **Post date:** [May 20, 2019, 4:07pm UTC](https://discuss.elastic.co/t/why-there-is-no-elastic-engineer-to-support-us/181867/3 "2019-05-20T16:07:37Z")
@warkolm Yes, We want to start the elastic cloud project quickly, we had asked your support team to add our engineers to support portal and as well as schedule a time to do once kickoff to introduce what support you can provide？ like by mail/ticket phone, etc? is it difficult to do that? ---
**Author:** ![mmatthies](https://sea2.discourse-cdn.com/elastic/user_avatar/discuss.elastic.co/mmatthies/32/46489_2.png) [@mmatthies](https://discuss.elastic.co/u/mmatthies)\ **Post date:** [May 20, 2019, 4:43pm UTC](https://discuss.elastic.co/t/why-there-is-no-elastic-engineer-to-support-us/181867/4 "2019-05-20T16:43:02Z")
Hi Robin, I'm very sorry about your support experience thus far. Clearly we dropped the ball here. I'm going to respond in the case you opened with elastic support and explain a couple things about how we work and SLAs etc. I'm happy to jump on a call to further discuss your platinum support subscription. Again, please accept my apologies, we will get this right! Mike ---
**Author:** ![Robin\_Guo](https://sea2.discourse-cdn.com/elastic/user_avatar/discuss.elastic.co/robin_guo/32/42297_2.png) [@Robin\_Guo](https://discuss.elastic.co/u/Robin_Guo)\ **Post date:** [May 21, 2019, 2:28am UTC](https://discuss.elastic.co/t/why-there-is-no-elastic-engineer-to-support-us/181867/5 "2019-05-21T02:28:24Z")
Hi @mmatthies It's okay, we changed on-premise ELK into the elastic cloud, it's because we believe the Elastic team can provide good support whatever on expertise or service. Thanks ---
**Author:** ![system](https://us1.discourse-cdn.com/elastic/original/3X/1/a/1ac57faf039f6b580b3f104ef42a2a89e41014de.png) [@system](https://discuss.elastic.co/u/system)\ **Post date:** [June 18, 2019, 2:41am UTC](https://discuss.elastic.co/t/why-there-is-no-elastic-engineer-to-support-us/181867/6 "2019-06-18T02:41:59Z")
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