Support and SLAs
Crunchy Bridge support is provided by Postgres experts on the Customer Success Engineering (CSE) team. Available support levels and service level agreements (SLAs) are described below. See Getting support for guidance on using Crunchy Bridge support.
All support interactions should happen through our built-in support system accessible in the Crunchy Bridge dashboard. If support is requested through another channel, we will ask you to open a ticket or we may open a ticket on your behalf. If you need assistance, please open a ticket so we can help you.
Scope of support
Customer Success Engineers (CSEs) are here to guide you in making the most of Crunchy Bridge.
We want you to be successful and can help you with many types of issues:
- Understanding how Crunchy Bridge and Postgres work
- Troubleshooting operational problems with Crunchy Bridge systems and clusters
- Understanding the implications of a cluster's metrics and insights
- Crunchy Bridge and Postgres best practices for Crunchy Bridge clusters
- Best practices and generalized advice related to your Crunchy Bridge use case
- Guidance migrating your data onto Crunchy Bridge
- Bringing your feedback about Crunchy Bridge back to our Product and Engineering teams
Some types of issues and assistance are not included:
- Code development
- Debugging custom applications or software
- Performing destructive or irreversible actions on your behalf
- Executing commands or taking actions on your behalf in cases where you're able to do so
Note: there may be exceptional cases where, due to a limitation in Crunchy Bridge, a transient issue that prevents you from taking an action, or during a migration onto Crunchy Bridge, you might ask us to perform an action on your behalf. However, as noted above, this is not generally in scope for Support.
If you would like to discuss having services performed for you that are outside the scope of Support, reach out to your Crunchy Data sales representative or get in touch with us to discuss professional services.
Support levels
Crunchy Bridge support is offered at three levels — Standard, Premium, and Business.
Standard support is included at no additional cost for all Teams with at least one cluster provisioned.
Premium and Business support levels can be enabled per-Team for an additional monthly fee. These support levels provide the ability to open urgent-severity tickets along with faster response times for all ticket severities. The SLAs provided for each upgraded support level are described below.
You can see and upgrade your Team's support level in the Support Tab:
If you'd like to discuss or change your support level, talk to your sales representative or reach out to Support.
Standard support
Info
Standard support is included by default for any Team with at least one cluster provisioned and is provided as a best-effort service. Urgent-severity tickets cannot be opened and no response SLAs apply with Standard support.
Although we don't provide any SLAs for first response time or status updates, we do make every effort to respond to Standard support inquiries as soon as we can during business hours.
Premium support
Premium support allows for the creation of urgent-severity tickets, and provides SLAs on first response time and status updates for tickets regarding the covered Team's clusters:
| Ticket severity | First response | Status updates |
|---|---|---|
| Low | 3 business days | Reasonable best effort |
| Normal | 1 business day | Reasonable best effort |
| High | 8 hours | 3 business days |
| Urgent | 4 hours | 1 business day |
Premium support can be added on to a Crunchy Bridge Team through the Support tab for an additional monthly fee. Contact your sales representative or reach out to Support if you'd like to discuss Premium support.
Business support
Business support allows for the creation of urgent-severity tickets, and you'll be entitled to our fastest SLAs on first response and status updates for tickets regarding the covered Team's clusters:
| Ticket severity | First response | Status updates |
|---|---|---|
| Low | 3 business days | Reasonable best effort |
| Normal | 1 business day | Reasonable best effort |
| High | 4 hours | 8 business hours |
| Urgent | 2 hours | 2 hours |
Business support can be added on to a Crunchy Bridge Team through the Support tab for an additional monthly fee. Contact your sales representative or reach out to Support if you'd like to discuss Business support.
Cluster availability and monitoring
Standard and Memory-optimized clusters are continuously monitored regardless of the Team's support level or the cluster's HA status. Hobby-tier clusters are monitored on a best-effort basis regardless of the Team's support level or the cluster's HA status.
If your cluster does encounter a failure, our control plane is already working on restoring availability. If the cluster has HA enabled, its standby will replace the affected instance and operations will resume as normal. A new HA standby will be re-built as quickly as possible.
Should problems occur during HA failover or disaster recovery on Standard and Memory-optimized tier clusters, our on-call engineers will be alerted to resolve the issue. Anomalies or issues encountered during off-hours restoration of a Hobby-tier cluster will be reviewed by engineers the following business day.
Uptime SLA
Standard or Memory-optimized clusters that have High Availability (HA) enabled automatically receive a 99.95% uptime SLA. We cannot provide an uptime SLA for hobby-tier clusters (even if they have HA enabled), or for Standard or Memory-optimized clusters that do not have HA enabled.
You can check a cluster's plan and whether HA is enabled in the Cluster Overview panel of the Cluster's Overview tab: