Vitess Support Plans
FEATURES
Hours
Business Hours
24x7x365
24x7x365
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
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
P2 Ongoing response
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