Support

MariaDB Cloud support tiers: Foundation includes standard P3/P4 SLA support, Power adds 24x7 S1 response, Problem Resolution support, and direct Engineering Support.

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?

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.

Support Feature	Foundation	Power
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
Cloud DBA Add-on Available	No	Yes
Real-Time Chat	No	Yes, with Cloud DBA 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)

Tech Preview Advisory

Features and topologies released in Tech Preview (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.

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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