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Our Professional Services

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.

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Available Service Packages:

Overview of Support Services and Support Levels

  Community Standard Premium
Access to community
Access to ticketing system  
Access to updates  
Service Times   German Business Hours 24/7 for Incident Management only
Hotline  
Ad-hoc technical advice  
Hands-on assistance  
VPN   optional required
Incident Management   optional
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

  • Ticket generated via email are getting by default a priority "Normal"
  • Tickets generated via Hotline call have to be confirmed within the ticket
  • Ticket reaction time does not apply outside business hours (defined below)

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

  • Ticket processing time does not apply outside business hours (defined below)

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)

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