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Support Plans

A plan for every business need.

Compare
Plans

FEATURES

Hours

Business hours

24 x 7 x 365

24 x 7 x 365

P1 SLA response time

2 hours

1 hour

30 minutes

P2 SLA response time

4 hours

2 hours

1 hour

P3 SLA response time

8 hours

4 hours

2 hours

P4 SLA response time

48 hours

24 hours

12 Hours

P1 Ongoing response

30 minutes

P2 Ongoing response

1 hour

Custom hotfixes for P1/P2 issues

Community Vitess fixes

Included Consultative support (Performance evaluations, schema review/recommendations, architecture review/recommendations)

Limited

Included Technical Account Manager

Regular support/operational reviews

SUPPORT CHANNELS

Email & ticket portal

Shared Slack channel

Phone escalation

Page on-call engineer for priority issues

OPTIONAL

Support add-ons (eg upgraded support SLAs)

Support for customer-modified Vitess code


Silver

Gold

Platinum

FEATURES

Hours

Business hours

P1 SLA response time

2 hours

P2 SLA response time

4 hours

P3 SLA response time

8 hours

P4 SLA response time

48 hours

P1 Ongoing response time

P2 Ongoing response time

Custom hotfixes for P1/P2 issues

Community Vitess fixes

Included Consultative support (Performance evaluations, schema review/recommendations, architecture review/recommendations)

Included Technical Account Manager

Regular support/operational reviews

SUPPORT CHANNELS

Email & ticket portal

Shared Slack channel

Phone escalation

Page on-call engineer for priority issues

OPTIONAL

Support add-ons (eg upgraded support SLAs)

Support for customer-modified Vitess code

FEATURES

Hours

24 x 7 x 365

P1 SLA response time

1 hour

P2 SLA response time

2 hours

P3 SLA response time

4 hours

P4 SLA response time

24 hours

P1 Ongoing response time

P2 Ongoing response time

Custom hotfixes for P1/P2 issues

Community Vitess fixes

Included Consultative support (Performance evaluations, schema review/recommendations, architecture review/recommendations)

Limited

Included Technical Account Manager

Regular support/operational reviews

SUPPORT CHANNELS

Email & ticket portal

Shared Slack channel

Phone escalation

Page on-call engineer for priority issues

OPTIONAL

Support add-ons (eg upgraded support SLAs)

Support for customer-modified Vitess code

FEATURES

Hours

24 x 7 x 365

P1 SLA response time

30 minutes

P2 SLA response time

1 hour

P3 SLA response time

2 hours

P4 SLA response time

12 hours

P1 Ongoing response time

30 minutes

P2 Ongoing response time

1 hour

Custom hotfixes for P1/P2 issues

Community Vitess fixes

Included Consultative support (Performance evaluations, schema review/recommendations, architecture review/recommendations)

P4 SLA response time

P4 SLA response time

SUPPORT CHANNELS

Email & ticket portal

Shared Slack channel

Phone escalation

Page on-call engineer for priority issues

OPTIONAL

Support add-ons (eg upgraded support SLAs)

Support for customer-modified Vitess code

Not sure what plan works best for you?
Grab some time on our calendar.
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