Support options


We provide 24/7 technical support to our new and existing customers over e-mail, phone, remote access and live online support. Additional SLA agreements are available.

Support is provided for current, stable versions of Clusterpoint DB software, Clusterpoint Cloud.

For on-premises software users Technical support includes Software updates.

Support fees are payable in advance of support period, unless its stated otherwise in the Service or Software agreements.

Clusterpoint Cloud Service Support

Basic Support

All Clusterpoint Cloud service users are eligible for Basic Support, that includes best-effort support over e-mail (support@clusterpoint.com) and support forums. Support requests will be handled based on availability, and generally will be answered within 24 hours.

Production Support

Clusterpoint Cloud users spending over 200 EUR on cloud services a month (or purchasing it separately) are entitled to Production Support. Production support is provided over e-mail, phone and forums.
Reaction time is 2 hours.
Issues are resolved based on Severity.

Higher Reaction and Resolve times are available via separate SLA agreements.

Clusterpoint On-premises Software Support

For information about on-premises software support costs, please contact support@clustrpoint.com. Support for On-premises software users is provided over e-mail, phone and forums 24/7.
Support 'Reaction time' is 2 hours.
Issues are resolved based on Severity.

Higher Reaction and Resolve times are available via separate SLA agreements.

Severity Levels

Severity Level

Description

Work commitment

Severity 1

Is any Error that prevents or seriously disrupts the operation of the production system

Full commitment until issue is resolved

Severity 2

Is any Error that impairs, but does not prevent or interrupt the operation of the production systems

Standard business hours

Severity 3

Is any Error that has no material impact on the operation of the production system but may cause inconvenience.

Standard business hours