Support
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Our Professional Services

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.


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:

View the terms and conditions

Overview of Support Services

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
Optional
Optional Optional
  • Capacity Management
  • Ticket Reviews
  • Roadmap Updates
  • Onboarding Assistance
Optional Optional Optional

Contact Support

Open a ticket

Open a ticket from the Support Dashboard

Send us an email

Contact us at service@exasol.com for any enquiries regarding your database.

Call our Hotline

The numbers for our customer hotline are below. If you are calling for the first time, please have your Customer PIN available.

Toll America: (415) 363-5510

Toll Europe/Rest of the World: +49 911 2399 110