Support
MariaDB Cloud is operated by a team of site reliability engineers (SREs), support engineers and MariaDB-certified database administrators (CloudDBAs).
What Support is Available?
Foundation level support is included with every MariaDB Cloud Subscription. Support cases at this standard support level can only be created with the P3 or P4 response SLA.
Power level support expands the Standard level offering with Problem Resolution Support, Engineering Support and 24x7 support for S1 issues. With provided logs and information. Support will work with Customer through the needed steps for resolution via communication within the Customer Support Portal.
Availability
Foundation Tier
Power Tier
Named Technical Support Contacts
3
10
Problem Resolution Support
Yes
Yes
Engineering Support
Yes
Yes
Active Monitoring
Yes
Yes
Consultative Support
No
Yes
Real-Time Chat
No
Yes, with CloudDBA Add-on Option
SLA Response Time
* P3, 4 hours (24x5) * P4, 8 hours (24x5)
* P1, 30 minutes (24x7) * P2, 2 hours (24x5) * P3, 4 hours (24x5) * P4, 8 hours (24x5)
A definitive description of MariaDB Cloud support can be found in the MariaDB Cloud Support Policy.
How to Request Support
Support cases are managed through the Support Portal, which is accessible to all registered users.
Users unable to reach the Support Portal can also use Support Email.
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