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.

The below image and list describes which services are included in each service level

support_wheel_4.png


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
Access to Technical Support
Access to Exasol Community and Knowledge Base
Maintenance
Root Cause Identification
Incident Support 24/7  
Monitoring    
Yearly Health Check    

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

If you have Standard Support or Premium Support, feel free to call our hotline. 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