Support

Crunchy Bridge offers multiple levels of support to ensure you’re getting what you need. All databases come with standard support included. To open a support ticket, click “Support” on the upper right hand side when logged in to Crunchy Bridge, or visit https://www.crunchybridge.com/support/ within your account.

The Support page will display your submitted tickets. Only team administrators or team managers can create or view support tickets for their team.

Support interface with ticket list

Regardless of support tier, all databases are continuously monitored. If your database does encounter a failure, our control plane is already hard at work in restoring availability. Additionally, should anomalies or issues occur during restoration, our on-call engineers will be alerted and proactively resolving the issue.

Creating support tickets

In the “Create Support Ticket” window, you can enter the following details:

  1. Subject
  2. Severity: Low, High, Critical
  3. Category: General Question, Performance, Connectivity, Availability, Billing, Security, Other
  4. Database: Database clusters within current team
  5. Description: Enter a detailed description of the issue

Support tiers

Standard support is automatically included with all databases at no additional charge. Standard support is provided through our built in ticketing system within your account. It provides a 2 business day response time on all high priority tickets.

Premium support is charged as $500 a month or 5% of your bill which ever is greater. Premium support is provided through our built in ticketing system within your account. Premium support provides a 12 hr response time on all critical and high tickets and a 1 day business response on low priority tickets.

Business support is charged as $1000 a month or 10% of your bill which ever is greater. Premium support is provided through our built in ticketing system within your account. Premium support provides a 2 hr response time on all critical and high tickets and a 1 business day response on low priority tickets.