Welcome to NuoDB Technical Support
The NuoDB Technical Support team is committed to providing you with all of the assistance that you need to be successful with NuoDB. From simple “how to” questions to deeply technical inquiries, our support engineers are ready when you need us. We are eager to assist you in every aspect of your journey through installation, development, testing and deployment of your NuoDB solution.
How to Use Support
If you already have a support plan in place with us, we offer several different channels for our customers to obtain support:
Channel |
Method |
|---|---|
|
Support Portal |
Click here to submit a request |
|
|
support@nuodb.com |
|
Knowledge Base |
Click here to access Knowledge Base |
|
Online Documentation |
Click here to access online documentation |
Support Packages
We are proud to offer two levels of support for our customers: Elevated and Standard. Need more support? Just reach out and we can help you to customize your package.
|
|
Elevated |
Standard (Complimentary with License) |
|---|---|---|
|
Hotline for Production Emergencies |
24x7 |
|
|
Go-Live Hypercare |
Yes |
|
|
RCA of Urgent Production Issues |
Yes |
|
|
Executive Summary Metrics Report |
Weekly |
|
|
Defined Service Level Agreements (SLAs) |
Yes |
|
|
Dedicated Experts |
Named Customer Success Manager Named Support Engineer |
|
|
Remote Assistance |
Yes |
|
|
Access to “Beta” programs and “Developer to Developer” builds |
Yes |
|
|
Upgrade Assistance |
Up to four (4) hours |
|
|
Training Discount |
Yes |
|
|
Customer Named Contact |
Four (4) |
One (1) |
|
Ticket Limit |
Unlimited |
<50 Annually |
|
Hours of Support |
24x7 for Emergencies 9AM - 6PM Eastern for all else |
9AM - 6PM Eastern |
|
Software Updates and Maintenance |
Yes |
Yes |
|
24x7 Access to NuoDB Support Portal |
Yes |
Yes |
|
24x7 Access to Extensive Knowledge Base |
Yes |
Yes |
|
24x7 Access to Online Documentation |
Yes |
Yes |
Need more information?
Reach out! We'd love to help.
Priority Definitions
We encourage you to choose the priority that best applies to your Issue:
Urgent
An Issue that results in a blocking business impact for a Production System; may be an Issue where customer experiences (i) a complete or substantial loss of service when using a Production System, or (ii) real or perceived data loss or data corruption making an essential part of the Production System unusable, or (iii) the inability to use a mission-critical application within a Production System.
High
An Issue that results in a high business impact for a Production or Development System; may be an Issue where customer experiences (i) the functionality of the software is adversely affected but can be circumvented, or (ii) certain functions within the software are disabled, but the software remains operable, or (iii) a complete or substantial loss of service when using a Development System.
Normal
An Issue that results in a moderate business impact for a Production or Development System; may be an Issue where customer experiences (i) partial non-critical functionality loss and the Issue has no significant effect on the usability of the software, or (ii) time-sensitive Issue important to long-term productivity that is not preventing immediate work.
Low
An Issue that results in a minimal business impact for a Production or Development System; may be an Issue with no impact to quality, performance, or functionality of the software, or cases of general information requests.