RaisingtheBar:HowWe’reScalingSupportatDune

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.

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
• 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
• 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
• Everyone: Join our community at Discord or email [email protected]
• 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