Support

Sometimes a system throws an error or just doesn’t work for whatever reasons. If you are not an expert, it may take hours to find the solution, and it would be quite exhausting.

We are ready to give you a consultation, to help diagnose the issue, and to resolve it. Save the effort of your staff with a Tarantool technical support contract.

Recommendations on restoring the data based on the logs and error codes

SLA for response and issue resolving time

Consultations on deployment and day-to-day operations

Submit an issue ticket and specify the priority level of your request

Get a workaround on the same day

Technical support activities, like consulting on working with Tarantool, reviewing logs and errors, and so on, are carried out via tickets under the SLA. Standard technical support terms apply to the current version 2.x and the LTS version 1.10.

If you use a version older than 1.10 and are not ready for an upgrade, the cost of technical support is calculated individually depending on the integrated technologies and amount of data.

Response time

Priority

Response
time

Workaround
within

Solution
within (max)

Critical

1 hour (24/7)

8 hours (24/7)

30 days

A component or a function of the Software in a production environment doesn’t work that causes significant problems in the operation of the entire Software. Applications don’t work as expected; it is impossible to complete the task without using this component or function.

High

1 hour (24/7)

8 working hours

90 days

A component of the Software doesn’t work as specified in the documentation. There can be a workaround. Medium or minor impact on the entire process.

Normal

8 working hours

4 working days

120 days

Software component is in a non-production environment (development or testing environment, etc.). The problem blocks the new feature development process for the solution or makes the development longer. The problem has affected and reduced the solution functionality, but essential application functions remain available.

Low

8 working hours

8 working days

120 days

The problem has not reduced the solution functionality. Informational request.

Priority

Critical

Response time
1 hour

(24/7)

Workaround within
8 hours

(24/7)

Solution within (max)
30 days

High

Response time
1 hour

(24/7)

Workaround within
8 working hours

Solution within (max)
90 days

A component of the Software doesn’t work as specified in the documentation. There can be a workaround. Medium or minor impact on the entire process.

Normal

Response time
8 working hours

Workaround within
4 working days

Solution within (max)
120 days

Low

Response time
8 working hours

Workaround within
8 working days

Solution within (max)
120 days

The problem has not reduced the solution functionality. Informational request.

Premium

You can ask Tarantool community members any questions. The Tarantool team and users share best practices and help you find solutions in real time in Telegram Chat.

Please give us the information about your project if you want to avoid such cases in future and you are ready to consider the terms of technical support.