FREE Email Technical Support

Basic Customer Support service over email is free of charge.   Just send you email to us on on Clusterpoint Support Email.

During test driving and evaluation of Clusterpoint DBMS you can ask us any questions, ask us for Clusterpoint software usage tips, how-to-do something with Clusterpoint software, describe your intended use cases and ask if we can solve the problem with our software, suggest to us improvements, give us feedback about discovered software bugs, or inconveniences etc., and we will try to promptly and quickly answer all inquiries.  

There is also a new Community Forum, which we just set up along the launch of our free Clusterpoint DBMS Free Community License software.   It is a public discussions area for developers and Clusterpoint customers, which can be accessible for following and read-only use for everyone without registration.

Any registered user can have a free access to our Community Forum to discuss with us Clusterpoint DBMS software feature set, follow up software bug fixing process, discuss up-coming features, or even set up particular sub-section for integration Clusterpoint with different programming languages and frameworks, sharing software tips and methods, which may be of interest to wider developers community.  To get an access with discussion rights to our free Community Forum, please fill in Registration Form.

All registered users and Clusterpoint customers who applied for email news information about product updates will receive notifications of product version changes, error patches etc., on their registered email.

Please take into account that for your questions which are very common, please first look into Community Forum for issues which may be already answered. We will try our best efforts to answer all incoming questions and publish common answers into Community Forum.

Please note that our basic support is always support over email.  If you have any problems installing Clusterpoint  Server (including evaluation copy) on your system, just e-mail us to Clusterpoint Support Email.

Please also note that answering your question over email can take some time and we will do it as fast as possible. However we can not make specific commitments for response times, problem resolution times or for other  service quality options for this basic support service.  Generally we answer as fast as your queries are incoming.  In most cases your questions will be answered within one working day.  Basic support services over e-mail are provided only on working days.

If you need guaranteed service level for technical support, please consider subscribing to commercial Premium Technical Support Packages described below.  We recommend always to buy commercial Premium Technical Support service for all of your mission critical business applications, running production databases, even if you are using Clusterpoint software under the Clusterpoint DBMS Free Community License terms as freeware software.

• Business hours - standard working times from 9:00 till 17:00 excluding calendar weekends and holidays.
• Languages - at the moment technical support services are available in English language, but you can check the list of our International Partners to learn if there is support available in your local language. 

Premium Technical Support

We offer several Premium Technical Support Packages: Bronze, Silver and Gold packages, providing standardized support service guarantees for a 12-months subscription period.  We also can provide Platinum Package, where we can mutually agree with our customer and sign a customized Premium Technical Support Agreement with specific service terms and SLA guarantees, required by particular our customer.

With immediate access to our Premium Technical Support Team, you can solve urgent technical problems naturally arising in any production environment.  Those problems are usually requiring a quick resolution.  By offering direct access to Clusterpoint's expert support team, your urgent problems are solved when you need them, for example, at 24x7x365 service mode, any time of day, and with redundant pool of our experts to access for help, problem diagnostics and trouble-shooting and problem resolution.

Please see the Premium Technical Support Services packaging and pricing in the table below:

Please note, that from technical support services point of view  'a server' is a hardware or a virtual machine.

Please note that working business hours are from 9:00 until 17:00.

All premium technical services packages require upfront payment, and are being priced per server and per 12 months period.  If unused in 12 months period, technical support guarantees are not transferable to the next  period.

All Premium Technical Support packages provides unlimited Clusterpoint software problem diagnostics, priority bug fixes and delivery of emergency software patches. 

Please note, that our standardized Premium Technical Support packages also include certain number of free hours for this type of consultancy support, which can be a good bargain for our commercial premium technical support service customers.  Consultancy service cost covers Clusterpoint software installation and configuration assistance, clustering issues, consultancy about API and other tasks that are not Clusterpoint software incidents related tasks.  

If you are developing web database applications for mission-critical 24/7 enterprise IT solutions and running them in typical enterprise production environments, we recommend a customized Premium Technical Support Platinum package as the recommended choice of your technical support agreement.  Customized terms and conditions in the  Platinum package depend on our customer specified requirements, to be negotiated for every specific business case.  Please do not hesitate to contact us with your inquiries about this customized premium technical support option and terms on Clusterpoint Support Email.

Premium Technical Support packages can be purchased by our customers for all types of Clusterpoint Server software licenses, including Clusterpoint DBMS Free Community License.

Clusterpoint DBMS Free Community Licensed software can be supported like in an open source database model with a full vendor provided commercial support.  The Clusterpoint DBMS Free Community License can be acquired to use Clusterpoint Server software in a single hardware server production environment, where license costs nothing, if customer agrees to publish a Clusterpoint Reference Link on the project Web site.  You can buy any Premium Technical Support Package for this Clusterpoint DBMS freeware license. 

Technical Support Services Ordering

For Premium Technical Support services ordering details, pricing and payment instructions please see section Store.  

If you can not find the service you may need, please do not hesitate to contact us on email Clusterpoint Support Email. 

Other Support Services

Clusterpoint DBMS software is a well-supported commercial software product and we provide commercial support services for customers requiring quality support.  Our team of professional hardware and software engineers is skilled to quickly address many unconventional technical problems.  We have more than 15 years of experience in development and operation of large scale information systems.  In particular, we are experts in enterprise databases and enterprise search systems.

Commercial support services can be purchased from our company or from our partners for Clusterpoint DBMS software platform

Our company offers also a number of other commercial support services:

• Consulting and Application Support: : all tasks that are not-related to Clusterpoint software incident response and resolution in production environment, such as training, installation and configuration questions about Clusterpoint DBMS, transfer of know-how etc.;
• Software Maintenance Service:  priority access to all core database server software functionality upgrades immediately upon availability, emergency bug fixing patches when software bugs are discovered by other customers and corrected by us for all customers to benefit, immediate customer notices about availability of new software versions and modifications published for download, free continuing access to new Clusterpoint DBMS software versions (major functionality changes and improvements distributed as a new software version); Software Maintenance Service is included in any of Premium Technical Support packages at no extra cost; can be subscribed separately from technical support services, if necessary;
• Development Support for Features: adding performance enhancing or functionality improving features upon customer request to Clusterpoint DBMS core server software, written in fast C/C++ source code;
• Application Programming Service: application software development for Clusterpoint DBMS based IT systems, mutually agreed with our customer and provided together with our skilled development partners using a network of partners we can recommend for application software development, published on our Web site;
• Cloud Database Service: customer database hosting on Clusterpoint's or its partners hardware servers, running Clusterpoint DBMS software and being managed on agreed SLA level; for customers who would like to use cloud computing model and Clusterpoint DBMS functionality without installing and managing the database software by themselves;
• Database Monitoring Services: Clusterpoint DBMS software health check and monitoring in customer premises, provided round-the-clock, with remote monitoring tools, at agreed regularity, and assigning dedicated Clusterpoint people to do the job responsively and in cooperation with our customer. 

Please to learn more details about each of these services go to section Services.

Documentation Resources

For Documentation Resources please go to section Documentation.