Exasol provides you with support and services through our maintenance and service packages. Maintenance forms the basis of the services Exasol offers you, while additional services can be booked to meet your needs.
Available Service Packages:
| Community | Standard | Premium | |
|---|---|---|---|
| Access to community |  |
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| Access to ticketing system | |
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| Access to updates | |
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| Service Times | German Business Hours | 24/7 for Incident Management only | |
| Hotline | |
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| Ad-hoc technical advice |  |
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| Hands-on assistance | |
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| VPN | optional | required | |
| Incident Management | optional | |
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| Performance Service | optional | |
Legend:
= included = not included
SLA Regulations
Exasol defines the level of services expected by a customer based on two SLA´s (Service-Level Agreements):
- SLA - Reaction Time
- SLA - Processing Time
| SLA | Remarks | Standard | Premium |
|---|---|---|---|
| Reaction Time |
Exasol has to start processing a ticket based on the priority which was set during the ticket creation. The following applies
|
Critical: 4 hrs Major: 8 hrs Normal: 24 hrs Minor: 48 hrs |
Critical: 2 hrs Major: 4 hrs Normal: 12 hrs Minor: 24 hrs |
| Processing Time |
Exasol shall inform Customer within the processing time whether the problem is a software fault and shall provide an assessment when a solution shall be available or when the fault shall be rectified ("qualified feedback"). The following applies
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Critical: 4 hrs Major: 8 hrs Normal: 24 hrs Minor: next release |
Critical: 4 hrs Major: 8 hrs Normal: 24 hrs Minor: next release |
Business Hours are defined as 8AM to 6PM based on the following:
- For customers located in Europe, German local hours apply (CET/CEST)
- For customers located in the US, Eastern Timezone hours apply (EDT/EST)
