Exasol provides you with support and services through our support levels and supplementary services. Support Level are used for the troubleshooting and monitoring of your Exasol database while the supplementary services are used to cover the administration or implement changes to your Exasol database.
The below image and list describes which services are included in each service level
Standard Services:
Supplementary Services
Terms and Conditions
In general, the Exasol quote or agreement indicates the name of the terms and conditions or the applicable law relevant for the contractual relationship. If this is not the case, please select the document according to the specifications on the below page:
Introduction
At Exasol, we have set a goal to constantly improve the way we provide support and keep our customers happy and successful. Moving forward, we have adjusted the way we work to deliver the best possible support to an ever-expanding customer landscape.
Some of these improvements include:
- All Exasol Support employees are ITIL Foundation certified
- We have established a "Service Delivery Management" team for effective customer communication
- We aim to fully understand and solve the problem, not just answer on tickets
In addition to these internal improvements, we have also reshaped our support levels. We simplified the way Support and Services are structured to make it as easy, simple, and transparent as possible.
Support Levels at a Glance
| Support Level | Silver | Gold | Platinum |
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| Access to Technical Support |  |
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| Access to Exasol Community and Knowledge Base | |
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| Maintenance | |
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| Root Cause Identification | |
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| Incident Support 24/7 | |
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| Monitoring | |
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| Yearly Health Check | |