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 Severity||Description of Support Events by Severity for Splice Machine Platform-as-a-Service (*)||Estimated Response Time|
Production System Down
Customer experiences complete loss of Service on production cluster
|< 12||< 1|
Production System Impaired
Customer experiences one or more significant issues with Service quality, speed or functionality on production cluster
|< 12||< 4|
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|
All issues not defined in Severity Tiers 1-3 (including general queries)
|< 24||< 24|