Support

Get 24×7 Mission Critical Support

Scylla Enterprise subscriptions include a Scylla Enterprise license, tested and certified binaries, software updates, hot fixes, and technical support. Scylla Enterprise Support guarantees that you will have access to the engineers who develop Scylla, and includes:

• Urgent Issues (P1): Within two (2) local business hours
  – Production environment is down
  – Data is lost
  – Data is corrupted

• High Priority Issues (P2): 4-hour response time
  – Production environment is degraded
  – Production environment has major functional issues
  – Production environment suffers from major performance problems
  – Example: Customer max latency requirement is 5ms, now is 7ms

• Normal Issues (P3): 1 business day response time
  -Production environment suffers from minor performance issues
  – Staging environment issues
  – Example: Customer max latency requirement is 5ms, with an average latency of 3, but now is 4.5ms

• Low Priority Issues (P4): Within three (3) local business days
  – Questions
  – Requests for enhancements

• 1 support contact per 500 cores
• Web support
• Phone support
• Emergency hot fixes for critical issues

Already a customer? Access support through the Customer Portal.