Dune has always been a small but mighty team, meeting our users where they are, whether that’s a Telegram thread, a Slack message, or a community post. Much of our early support came directly from engineers, which created a uniquely high-touch experience for the teams working with our data. As Dune has grown with more customers and products (Dune Analytics Studio, Catalyst, and Sim), we have entered a new phase. To continue delivering great support at scale while building world-class products, we are evolving how we operate.

We are raising the bar. That means doubling down on what works, such as fast answers, deep expertise, and transparent communication, while also prioritizing the teams who rely on us most. We remain fully committed to the open nature of onchain data and will continue to support the community. But to serve a growing user base effectively, we are focusing our energy where it has the highest impact, on teams with mission-critical needs. This includes those building applications, running infrastructure, or relying on Dune onchain data to make high stakes decisions daily.

What Support Means at Dune

Support at Dune touches every interaction with users and customers. As we scale, this will be the area of scope you can expect from Dune’s support team:

• Technical Support: Troubleshooting across all Dune products surfaces, including Dune Analytics Studio, Datashare, Catalyst and Sim 
• Emergency Escalation: For enterprise teams experiencing downtime that effect many users
• Educational Resources: Documentation, SQL guidance, and tutorials
• Product Feedback: Feature requests and improvement suggestions
• Contributing to Dune: Helping teams with contract decoding and Spellbook contributions that benefit the wider Dune ecosystem

Much of our support happens in public. When someone asks a question in Discord or X, they often receive answers not only from our team but from other community members. This open approach helps knowledge spread and solutions improve collectively. To further enable teams, we will also be providing better documentation, such as Decoding Best Practices or Writing Efficient Queries. 

Central Intelligence Layer

To handle support at scale while maintaining quality, we have implemented a new support engagement platform and ticketing system. Our AI-powered intelligence layer is already tracking every customer interaction across all channels. This helps us minimize missed responses and stay accountable.

Our north star moving forward is clear: Capture everything. Triage and acknowledge by priority. Communicate clearly and set expectations.

We Meet You Where You Are: Channels & Prioritization

At Dune, we work with a wide range of customers across products like Sim, Catalyst, Analytics Studio, and Datashare. Our goal is to keep support coverage simple and transparent so every customer knows what to expect. We group customers into three types:

Enterprise
Larger organizations, protocols, or institutions with complex data needs and high usage. They often run mission-critical operations on Dune and require dedicated support, guaranteed SLAs, and tailored solutions. These customers have a formal agreement with Dune.

Paid Customers
Teams on self-serve paid plans with more advanced needs than the free tier. Often power users, data teams, or growing projects, they benefit from faster responses, priority reviews, and enhanced access. In Analytics Studio, this includes Plus and Premium plans.

Community Users
Individuals or small teams exploring Dune, learning SQL, running basic queries or testing Sim. They use our free plans and rely on public community channels and documentation for help.

Feature Requests: Your Ideas, Our Roadmap

Feature Requests at any organization are hard to triage and take action. We've built a system and process that ensures every suggestion gets captured, evaluated, and tracked. 

To stay focused, we review all requests, but we’ll decline those we don’t expect to realistically consider or act on within a year. This helps us align with our resource constraints and planning priorities while still encouraging meaningful input.

Our approach:

AI-Powered Intelligence: automatically tags and links related requests. When multiple users ask for similar features, we’ll merge and reassess. 

Weekly Reviews: Every feature request gets reviewed by our product team. No blackholes, everything either moves forward or gets a clear response within reasonable timeframes.

Closing the Loop: We tell you when your requested feature ships. If we can't build it, we'll explain why and suggest alternatives. You're never left wondering.

Recent examples users requested and love:

• Pivot Tables: The feature that got a standing ovation at DuneCon (yes, really!)
• Multichain Decoding: Making cross-chain analysis seamless
• Query Lineage: Understanding data dependencies at a glance
• Sim: Our real-time APIs to power your onchain apps

We don't have a public roadmap because we are focused on shipping quickly. By the time we publish it, we'd already have launched various new features. But rest assured, your feedback will be reviewed with our team.

Support for Specialized Workflows

We provide focused support for contributors and enterprise teams across decoding, Spellbook, and curated datasets.

• Decoding: Decoding transforms raw contract data into readable formats. ~90% is automated and live within 24-48 hours. For the remaining that requires manual verification or engineering support, we hold a weekly review cycle. Premium and Enterprise customers have access to prioritized manual decoding with a guaranteed response within few days.
• Spellbook: Following our recent Spellbook Evolution, contributors can open draft pull requests or GitHub issues for early feedback. We review submissions weekly and prioritize widely used data. Fast-tracked support is available to Premium and Enterprise plans.
• Enterprise Datashare: Need specific Dune curated datasets in your Snowflake or BigQuery environments? We will work with you to explore our Datashare offering

Ready to Experience Dune Support?

• Everyone: Join our community at Discord or email support@dune.com
• Going Pro: Upgrade to Premium or Enterprise for enhanced support
• Want to chat: Visit dune.com/enterprise for dedicated solutions or to book a demo

The future of onchain data depends on those who use it. We are here to ensure the data flows and to help you turn it into something extraordinary.

Dune GTM Team