Altinity
ClickHouse Leading Service Provider

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.

Not yet in production? Check ClickHouse POC/Evaluation Support Plan


  Standard Enterprise SLA Premium SLA
+ Level 3
  Best suited for non-critical, smaller 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 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, hands-on consultant assistance and Level 3 support.

Number of Servers up to 10 production servers Unlimited
Volume dicounts applied from 4+ servers Discounts for replica server support
Unlimited
Volume dicounts applied from 4+ servers Discounts for replica server 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 incidents/inquiries Unlimited Unlimited Unlimited
Number of Contacts 3 10 Unlimited
(10 in the contract, with option to purchase additional)

Services included:
Support channels

Online service desk

Email support

24/7 Online service desk support

24/7 Email support

24/7 Online service desk support

24/7 Email support

  Phone calls scheduled in advance Phone calls scheduled in advance 24/7/365 Phone support
    24/7 Phone call support (for severity 1 incidents only)  
    24/7 Online chat support 24/7 Online chat support
    Technical Account Manager Services** Technical Account Manager Services**

DBA

Assistance with schema design

Assistance with query tuning

Assistance with schema design

Assistance with query tuning

Assistance with schema design

Assistance with query tuning


Operational

Advice on installation and configuration

General advice on operations
(best practices)

Advice on installation and configuration

General advice on operations
(best practices)

Advice on installation and configuration

General advice on operations
(best practices)

    Analysis and advice regarding cluster configuration / replication Analysis and advice regarding cluster configuration / replication
   

Advice on backup and recovery

Advice on cluster high availability

Advice on backup and recovery

Advice on cluster 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

    Hands-on assistance (performing tasks for you) not included, can be purchased separately, Scheduled in advance – via separate T&M SOW)

Open-ended requests, such as reviewing a server to find whether anything is wrong with it.

Hands-on assistance. Performing tasks for you, rather than advising you in your efforts to perform them.


Troubleshooting Best practice advice on ClickHouse performance issues

Analysis of query performance issues

Analysis of ClickHouse cluster issues

Analysis of ClickHouse bugs

Analysis of ClickHouse crashes and outages

Analysis of query performance issues

Analysis of ClickHouse cluster issues

Analysis of ClickHouse bugs

Analysis of ClickHouse crashes and outages


Level 3 Support
(Software Bug Fixes)
Not included Not included. Level 3 support add-on can be purchased additionally (with 30% plan pricing upcharge)

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.