Sirio Data Labs

Datos Premium • Costa Rica • Clima + Tendencias • Actualización Diaria

Support & Customer Assistance

Sirio Data Labs

Last updated: April 2026

1. Support Overview

Sirio Data Labs provides customer support designed to ensure reliable access, correct usage, and effective integration of our data products within analytical workflows.

Our support model is aligned with the nature of data products and varies based on the selected product tier.

2. Support Scope

Support services provided by Sirio Data Labs may include:

• General product questions and onboarding assistance
• Access and availability inquiries
• Dataset usage clarification
• Reporting of suspected data quality or availability issues

Sirio Data Labs does not provide consulting services, custom analytics, or implementation support unless explicitly agreed under a separate enterprise contract.

3. Support by Product Tier

Lite Tier

Support for Lite tier users is limited to:

• General access questions
• Basic documentation clarification

Lite support is provided on a best‑effort basis and does not include guaranteed response times.

Pro Tier

Support for Pro tier users includes:

• Assistance with dataset access and availability
• Clarification of dataset structure and fields
• Reporting of suspected issues or inconsistencies

Support requests are handled during normal business hours with reasonable response times.

Enterprise Tier

Enterprise customers may access enhanced support services, which may include:

• Dedicated support contact
• Priority response handling
• Contractually defined response times (SLA)
• Coordinated communication for planned changes or updates

Enterprise support terms are defined within the applicable commercial agreement.

4. How to Contact Support

All support inquiries should be directed to:

Email: contact@siriodatalabs.com

Please include:

• Organization name (if applicable)
• Product name and tier
• Description of the issue or question
• Relevant timestamps or examples (if applicable)

5. Response Times

Sirio Data Labs aims to respond to support inquiries within reasonable timeframes during standard business hours. Response times may vary depending on:

• Issue complexity
• Product tier
• Current support volume

Guaranteed response times apply only where explicitly stated in a written enterprise agreement.

6. Data Availability and Updates

Sirio Data Labs endeavors to maintain consistent dataset availability and regular updates as described in product documentation.

Temporary interruptions or delays may occur due to:

• Infrastructure maintenance
• Source availability
• External service dependencies

Such events do not constitute service level guarantees unless covered under an enterprise agreement.

7. Customer Responsibilities

Customers are responsible for:

• Ensuring proper internal handling of datasets
• Validating data suitability for their specific use cases
• Maintaining security of their own systems and credentials

Sirio Data Labs is not responsible for downstream use, interpretation, or business decisions derived from the data.

8. Feedback and Improvements

We welcome constructive feedback regarding our data products and services. Customer feedback may be used to improve data coverage, quality, or future product offerings, without obligation.

9. Changes to Support Policy

Sirio Data Labs may update this Support policy from time to time. Any changes will be reflected by updating the “Last updated” date on this page.