Databend Cloud Support Services
Databend provides comprehensive Support Services for our Databend Cloud users and customers. Our objective is to deliver exceptional support that reflects the Databend product's core values – high performance, ease of use, and fast, high-quality results.
For detailed information about support service levels across different editions, see Support Service Levels. For more information, contact our sales team.
Getting Support
You can access support through multiple channels:
- Cloud Console: Log in to the Databend Cloud console and select Support → Create New Ticket from the menu options to open a new support case and view the status of your submitted cases.
- Status Page: Subscribe to our status page to get notified quickly about any incidents affecting our platform.
- Documentation: Browse our comprehensive documentation for guides, tutorials, and reference materials.
Support Service Levels
Databend Cloud offers different levels of support based on your subscription tier:
| Feature | Personal | Business | Dedicated |
|---|---|---|---|
| Logging and tracking support tickets | ✓ | ✓ | ✓ |
| 4/7 coverage and response window for Severity 1 issues | 24 hours | 8 hours | 4 hours |
| Response to non-severity-1 issues | 48 hours | 24 hours | 8 hours |
Severity Levels
- Severity 1: Critical issue halting business operations with no workaround
- Severity 2: Major functionality impacted with significant performance degradation
- Severity 3: Partial loss of functionality with minor business impact
- Severity 4: General questions, recommendations, or feature requests
Please note that only Business and Dedicated customers have a Service Level Agreement (SLA) on Support Incidents. If you are using the Personal edition – while we will try to answer your question as soon as possible, we'd encourage you to also explore our Community resources:
Enterprise Support
For customers with mission-critical deployments, our Dedicated edition offers enhanced support options including:
- Priority response times for all severity levels
- Dedicated support engineer
- Proactive monitoring and issue resolution
- Regular health checks and optimization recommendations
Contact our sales team to learn more about our enterprise support offerings.