ClickHouse POC / Evaluation Support Plan
For customers who are actively building a new system, we offer POC/Evaluation Support plan.
It is similar to Enterprise SLA Support plan, but can be purchased for 3 to 6 months and will cover up to 10 servers.
Support Plans for ClickHouse Production Deployments
3 to 6 months
|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.|
|Number of Servers||up to 10 (non-production servers)|
|Support Hours||Business Days|
|Response Times *|
|Severity 1||Next Business Day|
|Severity 2||Next Business Day|
|Severity 3||1-3 Business Days|
|Severity 4||1-3 Business Days|
|SLA Money Back Guarantee||Yes|
|Number of incidents/inquiries||Unlimited|
|Number of Contacts||3|
24/7 Online service desk support
24/7 Email support
|Phone calls scheduled in advance|
|24/7 Phone call support (for severity 1 incidents only)|
|24/7 Online chat support|
|Technical Account Manager Services**|
Assistance with schema design
Assistance with query tuning
Advice on installation and configuration
General advice on operations
|Analysis and advice regarding cluster configuration / replication|
Advice on backup and recovery
Advice on cluster high availability
Performance audit and optimization (report)
Advice on data migration
|Hands-on assistance (performing tasks for you) not included, can be purchased separately, Scheduled in advance – via separate T&M SOW)|
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. Level 3 support add-on can be purchased additionally (with 30% plan pricing upcharge)|
* 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.