Cloud: Support
Our RavenDB Cloud support team can help you pick a database configuration
that suits your current needs and future plans, assist with any technical issue you may have,
and get your product-specific feedback and suggestions.
- In this page:
Available support options
RavenDB Cloud offers two support options - Free and Cloud Support.
The Free support option is offered for all Accounts by default This option covers the availability of your RavenDB Cloud instance services, responding to any connectivity issues, and your participation in mailing lists and forums. The Cloud Support option provides the support you need to keep your database in good shape.
This package includes:
- Additional monitoring of your system
- Focus on building better RavenDB applications
- Architectural guidance
- Prioritization of bug fixes
- Email and phone support
- Access to RavenDB core developers
You can select one of 2 terms - 6 months or 12 months, which differ in price.
The Cloud Support option requires at least one production tier instance.
For a full support options comparison please check the Pricing page.
With an active Cloud Support option, you can open a request straight from a product using Request support for this instance, which pre-selects that product on the support form. See Request support from a product.
Severity and response time types
The RavenDB Cloud support form offers three types of Severity and three types of Response time.
Please make sure you understand what each of the options stands for, so your request would get the correct priority and be routed to the right team.
| Severity | Description |
|---|---|
| Minor | Non-critical errors, general questions, requests for enhancements to the Software. |
| Normal | Use when the error is not critical - no data has been lost, and the system has not failed. The error has been identified and does not prevent normal operation, or the situation may be temporarily circumvented using an available workaround. |
| Critical | Use when due to an error in a production environment, the Software is down or seriously impacted, or there is no workaround currently available, or the workaround is cumbersome to use, or the Customer data is lost or destroyed. |
| Response | Description |
|---|---|
| Standard | Response time may vary depending on demand and may take up to several working days. |
| Next business day | Reply within a next business day. |
| Within 2 hours | Your query will be responded to within two hours. |
Standard is always available. The two faster response times are offered only when all of the conditions below are met — otherwise they appear greyed out on the form:
| Response time | Requires |
|---|---|
| Next business day | The Cloud Support option, and a severity of Normal or Critical. |
| Within 2 hours | The Cloud Support option, and a severity of Critical, and — for a product-related question — a product that is not on the Free or Development tier. |
Severity is the condition most often overlooked: a Minor issue can only be submitted with the Standard response time, however your account is licensed.
The tier condition applies only to product-related questions. A general question is never restricted by tier, so a Cloud Support customer can select Within 2 hours for a critical general question even with no production product.
You do not have to work this out yourself: the form states the outcome under the options — "Based on your current Cloud Support contract and selected Severity, the maximum Response Type is …". Raising the severity re-evaluates it immediately.