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
Software Support ▼ Access to Software, Patches, and Updates Access to Exasol Community and Knowledge Base Access to Technical Support Hotline 24/7 Software Maintenance Root Cause Identification
Incident Management ▼ Troubleshooting Incident Support 24/7
Operating your system ▼ Cluster Setup Cluster Administration Performance Checks Top SLAs Monitoring Yearly Health Check		Optional
Deep Onboarding Project ▼ Planning and Sizing Best-Practice Workshops Instructor-led Training	Optional	Optional
Service Delivery Manager ▼ Capacity Management Ticket Reviews Roadmap Updates Onboarding Assistance
Consulting ▼ System Consulting Database Consulting Performance Service	Optional	Optional	Optional