> For the complete documentation index, see [llms.txt](https://mariadb.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://mariadb.com/docs/mariadb-cloud/reference/support.md).

# Support

MariaDB Cloud support: Basic support is included with every subscription, Standard support adds 24x7 S1 response and Engineering Support, and the Remote DBA (RDBA) add-on is available on Power and Pow

MariaDB Cloud is operated by a team of site reliability engineers (SREs), support engineers and MariaDB-certified database administrators (Cloud DBAs).

## What Support is Available?

MariaDB Cloud support is offered as two support plans — **Basic** and **Standard** — plus the **Remote DBA (RDBA)** add-on. Which of these are available depends on your organization's [service tier](/docs/mariadb-cloud/readme/service-tiers.md): Foundation organizations can use Basic and Standard support, and Power and PowerPlus organizations can use Basic, Standard, and the RDBA add-on.

Basic support is included with every MariaDB Cloud subscription. Support cases at the Basic level can only be created with the P3 or P4 response SLA.

Standard support expands the Basic offering with Problem Resolution Support, Engineering Support and 24x7 support for S1 issues. With provided logs and information, Support will work with the customer through the needed steps for resolution via communication within the Customer Support Portal.

The [Remote DBA (RDBA) add-on](/docs/mariadb-cloud/reference/clouddba.md) provides proactive, consultative database administration by MariaDB-certified Cloud DBAs, and is available to Power and PowerPlus organizations with Standard support.

| Support Feature                                                                 | Basic                                                 | Standard                                                                                                   |
| ------------------------------------------------------------------------------- | ----------------------------------------------------- | ---------------------------------------------------------------------------------------------------------- |
| Availability                                                                    | Included with every subscription                      | All tiers                                                                                                  |
| Named Technical Support Contacts                                                | 3                                                     | 10                                                                                                         |
| Problem Resolution Support                                                      | Yes                                                   | Yes                                                                                                        |
| Engineering Support                                                             | Yes                                                   | Yes                                                                                                        |
| Active Monitoring                                                               | Yes                                                   | Yes                                                                                                        |
| Consultative Support                                                            | No                                                    | Yes                                                                                                        |
| [Remote DBA (RDBA) Add-on](/docs/mariadb-cloud/reference/clouddba.md) Available | No                                                    | Yes, on Power and PowerPlus                                                                                |
| Real-Time Chat                                                                  | No                                                    | Yes, with RDBA Add-on Option                                                                               |
| SLA Response Time                                                               | <p>\* P3, 4 hours (24x5)<br>\* P4, 8 hours (24x5)</p> | <p>\* P1, 30 minutes (24x7)<br>\* P2, 2 hours (24x5)<br>\* P3, 4 hours (24x5)<br>\* P4, 8 hours (24x5)</p> |

{% hint style="warning" %}
**Tech Preview Advisory**

Features and topologies released in [*Tech Preview*](/docs/mariadb-cloud/quickstart/enterprise-cluster.md) (such as MariaDB Enterprise Cluster) receive limited Problem Resolution Support. For these deployments, support is provided on a best-effort basis and they are excluded from standard Support SLAs.
{% endhint %}

A definitive description of MariaDB Cloud support can be found in the [MariaDB Cloud Support Policy](https://skysql.com/support-policy/).

## How to Request Support

Support cases are managed through the [Support Portal](https://support.skysql.com/), which is accessible to all registered users.

Users unable to reach the Support Portal can also use [Support Email](mailto:support@skysql.com).

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