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Support Levels - VoltDB
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VoltDB / Resources / Support Levels

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. 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.

For more information on how VoltDB can help you solve your problem and our available support plans, contact your VoltDB sales rep at sales at voltdb.com.

Getting Help & Providing Feedback

Community Support

If you have any questions or comments about VoltDB, we encourage you to reach out to the VoltDB team and community.

  • VoltDB Forums – Create threads, post responses and search existing posts on our community forums at https://forum.voltdb.com.
  • VoltDB Community Slack Channel – Get an invite to chat with community members and the VoltDB team at http://chat.voltdb.com.

Basic, Standard and Premium 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 Services Coverage Basic & Standard Premium
Email Support (business hours)
24x7 (Severity 1 only) Phone Support
Support Services Basic Standard Premium
Initial Response - 1 Business Day
Initial Response - 4 Business Hours
Initial Response - 1 Business Hour
Technical Response - 1 Business Day
Technical Response - 1 Business Hour
Communication Method - Email
Communication Method - Email & Phone
Sev. 1 Incident Escalation / After-Incident Review
Software Maintenance / Updates Basic Standard Premium
Update Notifications
Technical Alerts
Sev. 1 Incident Hot Fix
  • 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 and 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.

Definition of Incident Levels

SEVERITY LEVEL

DESCRIPTIONS

CHARACTERISTICS

Sev 1: Critical Business ImpactProductions 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
Sev 2: Significant Business ImpactImportant 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 ImpactProduct 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 ImpactMinor 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

VoltDB Support End-of-Life Policy

VoltDB will support the last patch of a major release for two years after the initial release. See the table below for End-of-Life dates of all releases.

VoltDB Version

Release Date

EOL Date

v7Jan 2017 Jan 2019
v6Jan 2016Jan 2018
v5Jan 2015Jan 2017
v4Jan 2014Jan 2016
v3Jan 2013Jan 2015
v2Nov 2011Nov 2013
v1May 2010May 2012

Get in Touch

  • Email Support

  • $ 100
    Monthly
  • Enterprise customers can contact us via email at support @ voltdb.com

  • Developer Forum

  • $ 100
    Monthly
  • Create threads, post responses and search existing posts

  • Slack Channel

  • $ 100
    Monthly
  • Chat with community members and the VoltDB team.