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.

If you are interested in purchasing a support plan, please contact us.

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

Email

support@nuodb.com

Telephone

+1 (866) 285-6864

Community Forum

Click here to access Community Forum

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

 

Supportability Review

Yes

 

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

NuoDB Insights

Installation, Collection, Analysis

Installation, Collection

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 User Forum

Yes

Yes

24x7 Access to Online Documentation

Yes

Yes

Need more information?

Reach out! We'd love to help.

Contact Us

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.