ScyllaDB Support Offerings
ScyllaDB offers various technical support plans to meet your needs. These plans, depending on the tier you choose, can include:
- Problem Resolution Support: Help with identifying and fixing technical issues.
- Engineering Support: In-depth assistance from ScyllaDB engineers for complex problems and product fixes.
- Database Management: Assistance with managing and maintaining your ScyllaDB database.
- Voice Support: Direct access to ScyllaDB support staff by voice.
ScyllaDB Support Policy
This policy outlines the types of support available, how issue priority is determined, service level agreements (SLAs), and supported services.
Accessing Support
Each of your designated technical contacts will receive login credentials for the Customer Support Portal. This portal allows you to:
- Submit new support tickets.
- Track the status of existing tickets.
- Review past support interactions.
For instructions on adding or modifying technical contacts, visit the “Contact Us” section within the Customer Support Portal. If you encounter any difficulties logging in initially, contact [email protected] for assistance.
Language Policy
All support services are offered in English. ScyllaDB will make good-faith efforts to accommodate requests in other languages through available staff for voice calls and in-person meetings, but these resources may not always be available. It’s important to note that all communication via the Customer Support Portal must be done in English. The response times and commitments outlined in the SLA do not apply to support requests submitted in languages other than English.
Support Tiers
| | Standard | Professional | Premium |
Customer Service, Self Help & Communities | 24×7 access to billing and subscription support, online self-help, documentation, whitepapers, and support forums | 24×7 access to billing and subscription support, online self-help, documentation, whitepapers, and support forums | 24×7 access to billing and subscription support, online self-help, documentation, whitepapers, and support forums |
Number of Named Technical Support Contacts | 2 Technical Contacts | 5 Technical Contacts | Unlimited |
ScyllaDB Certified Database Support Engineers | Yes | Yes | Yes |
Problem Resolution Support | Yes | Yes | Yes |
ScyllaDB Engineering Support | Yes | Yes | Yes |
Support SLA for Initial Response times | Urgent | 2 Hours (8×5) | 1 Hour (24×7) | 15 Minutes (24×7) |
High | 1 Business Day | 2 Hours (24×7) | 1 Hour (24×7) |
Low | 8 Hours (24×5) | 4 Hours (24×5) |
Normal | 8 Hours (24×5) | 8 Hours (24×5) |
Uptime SLA | – | 99.99% | 99.999% |
Active SRE | | Yes | Yes |
Real-time Chat | No | Yes | Yes |
Maintenance Windows | Assigned | Customizable | Customizable |
Urgent Priority Voice Support (Callback as requested) | No | Yes | Yes |
Technical Account Manager | No | No | Yes |
Quarterly Business Review | No | No | Yes |
Standard Level Support
Standard level support is included with every Subscription. Support cases at the standard support level are eligible for 8×5 support for Urgent with 2 hour response and 1 day response for non-Urgent cases.
Professional Level Support
Professional support expands the Standard level offering with Problem Resolution Support, Engineering Support and 24×7 support for Urgent & High issues. With provided logs and information, Support will work with Customer through the needed steps for resolution via communication within the Customer Support Portal.
Premium Level Support
Premium level support adds the ability for consultative support, real-time chat, telephone callback support and a designated Technical Account Manager.
Customer Service, Self Help & Communities
customers are able to access the Customer Service portal containing a Knowledge Base, as well as a ScyllaDB Community where customers and ScyllaDB experts work together to foster innovative solutions and solve problems.
Number of Named Technical Support Contacts
Standard level support accounts are allotted two technical support contacts that can access shared account instances and file support cases. Professional level support customers are allotted 5 technical support contacts per account and Premium level support customers have no limit to the number of technical support contacts. ScyllaDB policy prohibits the use of shared technical support accounts and the sharing of technical support contact credentials, logins or passwords.
Problem Resolution Support
The focus of Problem Resolution Support is helping to restore service due to outages caused by crashes, replication failures, table corruption, and assisting with command syntax, installation, configuration, upgrades, and other general product usage topics.
ScyllaDB Engineering Support
ScyllaDB Cloud, being built upon the ScyllaDB Platform, benefits from direct access to the engineers who developed ScyllaDB. This ensures that ScyllaDB Support Engineers possess the expertise necessary for effective troubleshooting and issue resolution.
Engineering Support encompasses a range of services, including bug fixes, patches, hotfixes, and assistance with topics that necessitate communication with or escalations to product engineering teams. Hotfixes, designed to address critical failures swiftly, may not undergo the extensive QA and regression testing typical of regular maintenance releases due to the urgent nature of the situation. These fixes are generally built upon the latest Generally Available (GA) release of a product and serve as temporary solutions until a fully tested GA release is made available.
Engineering Support is accessible for platforms supported by our product binaries, adhering to the relevant Maintenance and Lifecycle policies specific to each product and platform. However, Engineering Support is not extended to products or platforms that have reached the end of their maintenance lifecycle.
Uptime SLA
As defined in the ScyllaDB Cloud Service Level Agreement.
Active SRE
Ensure maximum cluster efficiency & value to customers via:
- Continuous alert monitoring and regular performance analysis
- Provide operational and configuration optimization recommendations
- Identify and apply preventive maintenance recommendations and operational risk mitigation
- Upgrade and Feature Advisor
- Identify potential data modeling issues
Technical Account Management
- On-going consultancy services for use case analysis, cluster configuration, best practices implementation, and performance optimization
- Proactive Monitoring with response and case management
- Identify and apply preventive maintenance recommendations and operational risk mitigation
- Monitoring Optimization Recommendation- Operation and Configurational recommendations to ensure optimal performance based on data modeling and established thresholds
- Provide data modeling consulting to optimize performance and utilization
- Highlight new version release and their expected impact on the customer cluster stability and/or compatibility
- Assistance with Scale Up / Scale Out operations
- Training for Developers, Architects, and Administrators
Real-time Chat
Real-time chat support is accessible to customers at the Professional and Premium support tiers.
This feature enables smoother communication between customers and our support team. It’s important to note that there’s no guaranteed response time or expectation of immediate assistance for Slack chat queries unless tied to a Support Ticket.
Urgent Voice Support (Callback as requested)
In the event of an Urgent or High production issue, customers have the option to receive direct communication with a ScyllaDB Support Engineer via voice contact. Please note that this service is not provided within the Standard support tier.
To resolve technical cases effectively, it is typically necessary to analyze system logs and other relevant data. Therefore, it is important for customers to transmit this information via email and file attachments when reporting the support issue.
Quarterly Business Review
With a Premium tier subscription, your Technical Account Manager can schedule quarterly business reviews with someone from the Customer Engineering team to review items such as:
- Historical usage focusing on peak
- Future Growth/Capacity Planning
- Recovery Time (RTO)/Recovery Point (RPO) Objectives
- Escalation Points
- Business Continuity
ScyllaDB Cloud Maintenance Policy
ScyllaDB is committed to providing an always up-to-date experience for our customers while also delivering ever-increasing value through continual innovation and engineering fixes. As part of this, ScyllaDB Cloud Operation team performs cluster maintenance on a regular basis during maintenance windows. In the event there is a need to delay a particular maintenance it can be delayed up to 30 days from the initial maintenance notification.
Issue Priority Definitions
All issues are assigned a priority level (P1-P4) reflecting the support level and impact to production operations. This is set initially by your technical support contact when reporting a new issue via the Customer Support Portal ScyllaDB Support Engineers may revise the priority level, as appropriate. Each priority level has a corresponding response time.
Priority | Description |
P1 – Urgent | The service (in its entirety) has become inoperative or severely impaired, causing commercial impact on Customer’s business. The operation is mission critical to the business and the situation is an emergency. |
P2 – High | A severe loss of service. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion. |
P3 – Normal | A minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality. |
P4 – Low | Request for information or documentation clarification regarding the Software with no impact on the operation of the Software and no loss of service. Also includes minor product issues with no loss of service, business impact, and with a clear existing workaround. |
Escalation Requests
Customers may request escalation of a specific support issue through the case or by sending an email to support-admin@ScyllaDB.com.
Available escalations for Professional and Premium include:
- Emergency Callbacks for P1 emergency production outages
- Higher Priority Handling when an issue has become more serious than originally reported
- Assistance from Support Engineers in Different Timezones
Additional Information
Contact Sales for more information regarding available ScyllaDB Cloud offerings.
ScyllaDB may modify this ScyllaDB Support Policy by providing notice on the Customer Support Portal. It is the customer’s obligation to keep up to date on changes to this Policy.
