Support

Enterprise Software Kits for Customers

Customers can get current, Long-Term Support (LTS), and older software kits from the secure VoltDB customer download site. If you are a customer and do not already have access to the site, please contact support to authorize access.

Contacting Support

Basic, Standard and Premium customers can contact us at support@voltdb.com. In addition, all support customers can reach us through our public forum and community Slack channel. VoltDB business hours are 8am-6pm, Monday through Friday Eastern Time Zone. Premium customers also will receive a phone number they can call 24×7 for Severity 1 incidents.

Information you Should Provide to Support

When contacting VoltDB Support, include the following information, if applicable:

  • Customer/Application name?
  • Is VoltDB currently operational?
  • Is the issue site-wide or with specific node(s)?
  • Conditions prior to this issue occurring?
  • Run ‘voltdb collect’ on all nodes to get details of the issue, error messages, log files
  • Corrective measures taken
  • Any questions, issues, or feedback are welcome.

Support Levels

At VoltDB, we want to make sure you’re successful building, testing, and deploying your application. We have a variety of plans to support you, when you need it. We offer support for both our Open Source (Community) and Enterprise editions.

Our support engineers are ready, responsive, and skilled in all aspects of VoltDB database design and operation to help give you the extra boost you need.

SUPPORT SERVICES COVERAGE

BASIC & STANDARD

PREMIUM

Email Support (business hours)
Technical Response

*Includes Non-Severity 1 Enterprise Lab Program Support

Support Services

Support Services

BASIC

STANDARD

PREMIUM

Initial Response 1 business day 4 business hours 1 business hour
Technical Response 1 business day 1 business day 1 business hour
Coverage Business Hours Business Hours 24x7 phone support
Business hours email support*
Communication Method Email Email Email, Phone
Customer Contacts 1 Named User Unlimited Users Unlimited Users
Sev. 1 Problem Escalation*
/After Incident Review
No No Yes*
Cases 3** Unlimited Unlimited
  • Escalation is a way to bring extra attention to a Severity 1 incident. When a customer notifies Support that they wish to escalate, a review call will be set up with VoltDB Support, the VP of Engineering and any appropriate resources to develop an action plan for issue resolution.
  • A Hot Fix is a patch release to the customer’s current version. Hot fixes will be provided only for Severity 1 incidents which cannot be alleviated with a workaround, or when a customer is unable to upgrade to the next release.
  • *Enterprise Lab Program users that subscribe to Premium Support get phone support. However, they are excluded from Sev 1 Problem Escalation.
  • **Contact sales [at] voltdb.com for additional support.

SOFTWARE MAINTENANCE / UPDATES

BASIC

STANDARD

PREMIUM

Update Notifications
Technical Alerts
Sev. 1 Incident Hot Fix

Definition of Incident Levels

SEVERITY LEVEL

DESCRIPTIONS

CHARACTERISTICS

Sev 1: Critical Business Impact Productions VoltDB is inoperable or critical condition which prevent users from performing critical business functions. A workaround is not available. - System down, hang, or crash situation
- Data loss or data corruption
- Critical Functionality not available
- Security Vulnerability*
Sev 2: Significant Business Impact Important product features are unavailable with no acceptable workaround. Customer’s implementation or production use of VoltDB’s products in a primary business service, major applications or mission critical systems are functioning with limited capabilities or are unstable with periodic interruptions. The software may be operating but is severely restricted. A workaround is not available. - Error or failure forcing a restart or recovery
- Severely degraded performance
Sev 3: Moderate Business Impact Product features unavailable but a workaround exists and the majority of software functions are still usable. Minor function/feature failure that the customer can easily circumvent or avoid. Customer’s work has minor loss of operational functionality. - Error but there is a workaround
- Minimal degraded performance
- Incorrect behavior with minor impact
- Initial Installation or development milestones are at risk
Sev 4: Minimal Business Impact Minor problem or question that does not affect the software function such as How To’s, documentation, general questions, or enhancement requests. There is no impact to product usage or customer’s operations. - General questions for advice
- General question on functionality
- Clarification on documentations or release notes
- Enhancement request

* Security Vulnerabilities will be handled like an escalation, with oversight by the VP of Engineering to work out an issue resolution.

VoltDB Support End-of-Life Policy

VoltDB Long-Term Support (LTS) releases are supported for 3 years, with extended support available. All non-LTS releases are supported for 1 year. Customer deploying a non-LTS release should plan on upgrading to the LTS release for that version when it becomes available or before the end-of-life date is reached for that version.

VoltDB Version

Release Date

EOL Date

Life Span

v11 August 2021  August 2022  1 year
v10.2 LTS May 2021  May 2024  3+ years*
v10 August 2020  August 2021  1 year
v9.3 LTS May 2020  May 2023  3+ years*
v9 April 2019  April 2020  1 year
v8.4 LTS December 2018  December 2021*  3+ years*
v8 February 2018  February 2020  2 years

*Extended end-of-life available for up to two additional years for an annual license surcharge.

Customers should plan to upgrade before their version reaches End-of-Life. The LTS program is designed to provide a longer term to allow for planning and choice when deploying or scheduling upgrades.

Customers who continue running VoltDB software that is past End-of-Life will still receive support, but any defects that require a fix would be corrected in an update to an LTS release and the customer will need to upgrade to apply the correction.

  • 184/A, Newman, Main Street Victor
  • info@examplehigh.com
  • 889 787 685 6