Altinity
ClickHouse Leading Service Provider

POC/Evaluation Support

 

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

 

  POC/Evaluation Support
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

Services included:
Support channels

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**

DBA

Assistance with schema design

Assistance with query tuning


Operational

Advice on installation and configuration

General advice on operations
(best practices)

  Analysis and advice regarding cluster configuration / replication
 

Advice on backup and recovery

Advice on cluster high availability


Consultancy

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)

Troubleshooting

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.