Altinity

24x7 Support

Altinity ClickHouse Technical Support Plans

 

We provide different support plans to make ClickHouse operations easy and flawless. That includes Level 3 support and 24x7 Level 1 support.


  Standard Enterprise SLA Premium SLA
+ Level 3
  Best suited for ClickHouse evaluation and non-critical ClickHouse deployments where longer response times are acceptable and consultant assistance or bug fixes for production deployments are not required. Best suited for production deployments of ClickHouse clusters and when priority case handling is required. It includes faster response times to critical incidents, consultant performance advice, and phone support for critical production issues. Best suited for mission-critical deployments of ClickHouse clusters that require the best level of support over phone and web with the fastest response times, active consultant assistance and Level 3 support.

Support Hours Business Days 24/7 24/7

Response Times *
Severity 1 Next Business Day 4 hours
(24/7/365 all days of the year)
1 hour
(24/7/365 all days of the year)
Severity 2 Next Business Day Next Business Day 4 hours
(24/7 Business Days) 
Severity 3 1-3 Business Days Next Business Day Next Business Day
Severity 4 1-3 Business Days Next Business Day Next Business Day
SLA Money Back Guarantee No Yes Yes

Number of Contacts 3 10 Unlimited
(10 in the contract, with option to purchase additional)

Chat support Yes Yes Yes
Email support Yes Yes Yes
Phone support Scheduled in Advance Yes Yes
Technical Account
Manager Services **
No Yes Yes

Services included:
DBA

Assistance with schema design

Assistance with query tuning

Advice on query performance issues

Assistance with schema design

Assistance with query tuning

Advice on query performance issues

Assistance with schema design

Assistance with query tuning

Advice on query performance issues


Operational

Advice on installation and configuration

Analysis and advice regarding cluster configuration/replication

General advice on operations
(best practices)

Advice on installation and configuration

Analysis and advice regarding cluster configuration/replication

General advice on operations
(best practices)

Advice on installation and configuration

Analysis and advice regarding cluster configuration/replication

General advice on operations
(best practices)

   

Advice on backup and recovery

Advice on high availability

Advice on backup and recovery

Advice on high availability

     

Builds for operating system (RPM etc. packages)


Consultancy Billed separately, Scheduled in advance – via separate T&M SOW

Performance audit and optimization (report)

Advice on data migration

Performance audit and optimization (report and optimization assistance)

Advice and assistance with data migration


Software Bugs Not included

Analysis of ClickHouse bugs

Analysis of ClickHouse crashes and outages

Analysis of ClickHouse bugs

Analysis of ClickHouse crashes and outages


Level 3 Support  

Level 3 support can be purchased additionally

Prioritized Bug Fixes
(Level 3 support by Yandex ClickHouse team)

Hot Releases
(Level 3 support by Yandex ClickHouse team)


* Severity Levels and Response Times.

• Severity 1 (urgent)
A problem that severely impacts use of the Supported Software in a production environment (such as loss of production data or in which production systems are not functioning). The situation halts Customer’s business operations and no procedural workaround exists.

• Severity 2 (high)
A problem where the Supported Software is functioning, but use in a production environment is severely reduced. The situation is causing a high impact to portions of Customer’s business operations and no procedural workaround exists.

• Severity 3 (medium)
A problem that involves partial, non-critical loss of use of the Supported Software in a production environment or development environment. For production environments, there is a medium-to-low impact on Customer’s business, but Customer’s business continues to function, including by using a procedural workaround. For development environments, where the situation is causing Customer’s project to no longer continue or migrate into production.

• Severity 4 (low)
A general usage question, reporting of a documentation error, or recommendation for a future Supported Software enhancement or modification. For production environments, there is low-to-no impact on Customer’s business or the performance or functionality of Customer’s system. For development environments, there is a medium-to-low impact on Customer’s business, but Customer’s business continues to function, including by using a procedural workaround.

** Technical Account Manager Services

Technical Account Manager will endeavor to understand the business goals and objectives of the Customer as they apply to the use and deployment of the Supported Software. Technical Account Manager will help Customer’s Contacts define Bug Test Cases and will keep Customer’s Contacts informed about the status of the Bug Fixes that are important to the Customer by organizing regular conference calls with the Customer’s Contacts.