Customer Service, Self Help & Communities
Customers are able to access the Customer Service portal containing a Knowledge Base, as well as a ScyllaDB Community where customers and ScyllaDB experts work together to foster innovative solutions and solve problems.
Named Technical Support Contacts
ScyllaDB customer technical support contacts that can access shared account instances and file support cases. ScyllaDB policy prohibits the use of shared technical support accounts and the sharing of technical support contact credentials, logins or passwords.
Problem Resolution Support
The focus of Problem Resolution Support is helping to restore service due to outages caused by crashes, replication failures, table corruption, and assisting with command syntax, installation, configuration, upgrades, and other general product usage topics.
ScyllaDB Engineering Support
ScyllaDB Support Engineers possess the expertise necessary for effective troubleshooting and issue resolution.
Engineering Support encompasses a range of services, including bug fixes, patches, hotfixes, and assistance with topics that necessitate communication with or escalations to product engineering teams. Hotfixes, designed to address critical failures swiftly, may not undergo the extensive QA and regression testing typical of regular maintenance releases due to the urgent nature of the situation. These fixes are generally built upon the latest Generally Available (GA) release of a product and serve as temporary solutions until a fully tested GA release is made available.
Engineering Support is accessible for platforms supported by our product binaries, adhering to the relevant Maintenance and Lifecycle policies specific to each product and platform. However, Engineering Support is not extended to products or platforms that have reached the end of their maintenance lifecycle.
Real-time Chat
This feature enables smoother communication between customers and our support team. It’s important to note that there’s no guaranteed response time or expectation of immediate assistance for Slack chat queries unless tied to a Support Ticket.
Urgent Voice Support (Callback as requested)
In the event of an Urgent or High production issue, customers have the option to receive direct communication with a ScyllaDB Support Engineer via voice contact.
To resolve technical cases effectively, it is typically necessary to analyze system logs and other relevant data. Therefore, it is important for customers to transmit this information via email and file attachments when reporting the support issue.
Supported ScyllaDB Versions
ScyllaDB Corporation provides support for ScyllaDB Enterprise. ScyllaDB Enterprise supports two latest MAJOR versions and two latest MINOR versions. They are referred to as LTS (long-term support) and feature releases, respectively. More information can be found regarding supported ScyllaDB Enterprise can be found
here.
Customer Responsibilities
To ensure efficient and effective support, customers are expected to adhere to the following guidelines:
Share relevant logs and metrics: Effective communication between the customer and support team is crucial for successful resolution of issues. Customer to provide detailed information, including error logs, configuration settings, and relevant operating system and database metrics, to facilitate accurate diagnosis and troubleshooting. This includes the installation and usage of Scylla Monitor to troubleshoot performance issues.
Requester Proficiency in Scylla: The designated requester from the customer’s end should possess adequate training and proficiency in Scylla database management. This includes a comprehensive understanding of Scylla architecture, administration, and troubleshooting techniques to effectively communicate issues and collaborate with support personnel.
Timely Response for Urgent and High-Priority Tickets: In the event of urgent or high-priority support tickets, it is imperative that the designated requester be readily available and responsive to communication from the support team including providing logs or debugging information as needed. Timely collaboration is essential for swift resolution and minimizing the impact on database operations.
Running Supported ScyllaDB Enterprise Version: Customers are responsible for ensuring that their ScyllaDB Enterprise installation is running a supported version. This includes promptly applying patches and updates as recommended by ScyllaDB to address security vulnerabilities, performance enhancements, and bug fixes. Failure to maintain a supported version may result in limited support capabilities and increased risk of issues.
Compliance with Best Practices: Customers should adhere to ScyllaDB best practices as defined in ScyllaDB documentation, provided from our Support Organization, and Customer Engineering team. This includes areas such as architecture, installation/configuration, security, High Availability (HA), and Disaster Recovery (DR).
Issue Priority Definitions
All issues are assigned a priority level (P1-P4) reflecting the support level and impact to production operations. This is set initially by your technical support contact when reporting a new issue via the Customer Support Portal ScyllaDB Support Engineers may revise the priority level, as appropriate. Each priority level has a corresponding response time.
| Priority |
Description |
| P1 – Urgent |
The service (in its entirety) has become inoperative or severely impaired, causing commercial impact on Customer’s business. The operation is mission critical to the business and the situation is an emergency. |
| P2 – High |
A severe loss of service. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion. |
| P3 – Normal |
A minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality. |
| P4 – Low |
Request for information or documentation clarification regarding the Software with no impact on the operation of the Software and no loss of service. Also includes minor product issues with no loss of service, business impact, and with a clear existing workaround. |
Escalation Requests
Customers may request escalation of a specific support issue through the case or by sending an email to
support-admin@ScyllaDB.com.
Available escalations include:
- Emergency Callbacks for P1 emergency production outages
- Higher Priority Handling when an issue has become more serious than originally reported
- Assistance from Support Engineers in Different Timezones
Additional Information
Contact Sales for more information regarding available ScyllaDB Service and Support offerings.
ScyllaDB may modify this ScyllaDB Support Policy by providing notice on the
Customer Support Portal. It is the customer’s obligation to keep up to date on changes to this Policy. Going forward, there will be only a single-level of Enterprise support, Premium. Customers with existing tier-based Service and Support contracts are encouraged to upgrade to Premium support. Enterprise support is not available for Open Source users
