What is Maintenance? Maintenance forms the core of Exasol services and is part of all our Support Levels. Essentially, it provides you with support for handling software errors in cases where the software is not functioning as described in the documentation. As part of the maintenance service, you also have access to a personalized support website, our documentation, the latest version of Exasol, as well as other downloads. Simply raise an issue in our Online Support Portal and we will help to identify your problem (Root Cause Identification), understand the root cause, and try to fix it. Rectification of Software Errors will take place during our maintenance times. Issues that are not the result of a software error are not covered by Maintenance. Important note If you create a ticket with priority CRITICAL outside GERMAN (CET/CEST time) business hours you must additionally call our support hotline. SLAs The Reaction Time calculated as the time difference between Customer issue notification via the Online Support Portal and the acknowledgment by Exasol. Based on the issue priority and the booked Support Level the following applies: Reaction Time Silver Gold Platinum Critical 6h (24/7) 4h (24/7) 2h (24/7) Major 12h* 8h* 4h* Normal 48h* 24h* 12h* Minor 120h* 48h* 24h*   * Subject to maintenance times   After receipt of the Qualified Issue we will attempt to reproduce the error. If the error can be reproduced, our support agents will periodically inform you within the Processing Time whether the cause is a software error and will provide an estimated time until a solution or fix is available. Please refer to our Issue Processing Timeline for more information. Processing Time Silver Gold Platinum Critical 4h 4h 4h Major 8h 8h 8h Normal 24h 24h 24h Minor 72h 72h 72h   Rectification of software errors covered by maintenance, the Processing Times apply during the contractually agreed maintenance times.    
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What is the Cluster Setup Service? The Cluster Setup Service is the easiest way to get started with your new cluster. We will set up your Exasol cluster and get it operational on site. We take care of the following: Exasol cluster installation Planning and sizing Node configuration Cluster network configuration Storage configuration User creation in EXAoperation for cluster administration and monitoring Creation and configuration of database instances Backup configuration Handover access for the database instances Installation Documentation The installation is completed with a short introduction to the most important Exasol functions. This service takes place during contractually agreed maintenance times and, unless otherwise agreed, is provided remotely.
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What is Cluster Administration Service? Exasol carries out regular maintenance tasks on your behalf. The Cluster Administration Service includes: Update service for Major, Minor and Bugfix versions Node management Creating and installing a node Adding/removing a reserve node to a database instance Cluster upgrade Management of database instances New creation/deletion of a database instance Starting/stopping a database instance Creation of backups Restoration of backups   The service can be   booked per cluster   on an annual basis and is performed in your agreed maintenance times. For administrative tasks outside of business hours please refer to our Professional Services. The Cluster Administration Service is provided remotely.   ❗ Depending on the type of task, we need some lead time to prepare the task and allocate resources
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What is Monitoring? Exasol uses a software-based 24/7 status and event monitoring system in the Exasol Cluster, which includes an automated notification system and a multi-level escalation strategy. The monitoring system covers disruption sources in the Exasol Cluster, such as: the database is not connectable a backup is not written successfully the status of a node changes (active/standby) Exasol monitoring does not check the database performance as this requires a deeper understanding of the database and the database usage. Please see our Performance Service for further information. Monitoring is part of our Support Level "Platinum".
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What is Incident Support 24/7? The Incident Support 24/7 service is part of our Support Levels "Gold" and "Platinum". If you have booked one of these support levels, Exasol will help you to restore the standard operation of the Exasol cluster as quickly as possible in the event of an incident. An incident is defined as an issue that causes a deviation from the standard operation of the Exasol cluster, and which causes an interruption or disruption of the service. Examples include: a database instance does not accept connections, a backup cannot be generated, or one or more hardware components are defective. For critical incidents, service times are 24/7, for major, normal, and minor the contractually agreed maintenance times apply. Important note If you have to create a ticket with priority CRITICAL outside GERMAN (CET/CEST time) business hours you must additionally call our support hotline. Incident Processing If an incident occurs within the agreed service hours, Exasol will initiate all necessary actions to restore the standard operation of the Exasol Cluster as quickly as possible. Bug fixes are not included in Incident Support 24/7 but are covered under maintenance. For more information please refer to our Issue Processing Timeline SLAs The Reaction Time is calculated as the time difference between Customer issue notification via the Online Support Portal and the acknowledgment by Exasol. Based on the issue priority and the booked Support Level the following applies: Reaction Time Gold Platinum Critical 4h (24/7) 2h (24/7) Major 8h* 4h* Normal 24h* 12h* Minor 48h* 24h*     The Processing Time starts when Exasol receives the Qualified Issue. You will be regularly informed on the progress of the error rectification within defined processing times. Processing Time Gold Platinum Critical 4h (24/7) 4h (24/7) Major 8h* 8h* Normal 24h* 24h* Minor 72h* 72h*   * Subject to maintenance times
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What is Performance Services? We offer a quarterly in-depth analysis of your system statistics by an Exasol specialist. We also offer Ad-Hoc Performance Analysis to make your queries even faster. The Performance Service can be booked as: Capacity Reporting Performance Basic Performance Premium The below table shows the differences:   Capacity Reporting Performance Basic Performance Premium KPI Report Yes Yes Yes Delivery Via screen-share session Via screen-share session Via screen-share session Source DB statistics DB statistics DB statistics Frequency Quarterly Quarterly Quarterly Ad-Hoc Analysis No Yes Yes Delivery   Via ticket Via ticket Source   Depending on issue to be analyzed Depending on issue to be analyzed Frequency   On demand On demand Max Effort   6 person days/year 18 person days/year KPI Reporting During KPI Reporting an Exasol database specialist reviews several database performance KPIs such as license and database usage, database size and growth, raw data size/RAM comparison and recommendation, index size, cluster resource utilization, and SQL execution duration. Ad-Hoc Analysis For both Performance Basic and Performance Premium, Exasol support will analyze incoming performance requests on-demand (Ad-Hoc Analysis). This analysis could include (but is not limited to) the following topics: Identify and improve query runtime Optimize queries Optimize ETL Processes Optimize Distribution Keys and Replication Borders Access to your system statistics is a prerequisite for the delivery of the Performance Service. This applies to Capacity Reporting, Performance Basic, and Performance Premium.
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What is Professional Services? Exasol's experts provide comprehensive consulting on the optimal usage of Exasol Software during migration or integration projects.  Some examples of Professional Services consulting are: Data Model architecture Data import ETL / ELT processes Performance tuning Rights management Database migration Network and cluster architecture Disaster recovery concepts Up/Down/Out scaling The service is provided on a time and material basis and can be booked for 10/5, 24/5, and 24/7 service times. Professional Services which do not require an on-site presence can be provided remotely.
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What is the Yearly Health Check? During the Yearly Health Check an Exasol Expert analyzes if your system is up-to-date and configured according to our best practices such as: Cluster configuration Volume distribution, redundancy and sizes Network performance and configuration . We also analyze database performance KPIs such as: Database size and growth Resource utilization Query performance Finally, you will receive a document with all of our findings and recommendations. This service is part of our Support Level "Platinum".
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