24/7 Technical Support

World-Class Support for a World-Class Data Platform

Splice Machine is excessively dedicated to your success. Whether you have a new cloud application in development or have database clusters already in production, we offer support services to help ensure that our industry-leading Hybrid Relational DBMS exceeds your expectations.

We offer free Standard Support for customers of our commercial PaaS platform with 12-hour response times for urgent issues. For business-critical applications we also offer Business Support with even shorter response times.

Issue SeverityDescription of Support Events by Severity for Splice Machine Platform-as-a-Service (*)Estimated Response Time
Standard
(Business Hours)
Business
(24x7)
1

Production System Down

Customer experiences complete loss of Service on production cluster

< 12< 1
2

Production System Impaired

Customer experiences one or more significant issues with Service quality, speed or functionality on production cluster

< 12< 4
3

System Impaired

Customer experiences one or more significant issues with Service quality, speed or functionality, or complete loss of Service functionality on non-production cluster

< 12< 12
4

Other Issues

All issues not defined in Severity Tiers 1-3 (including general queries)

< 24< 24