Get support

If you need help with your Crunchy Bridge cluster, the Postgres experts on the Crunchy Bridge Customer Success Engineering (CSE) team are here to help.

For details about support SLAs, please review the available support levels. To understand more about the assistance we can provide, review our scope of support.

Below you'll find all the details about how to use the support system to get the help you need.

Accessing the support page

You can access support in the Crunchy Bridge dashboard by navigating to your Team page and clicking on the "Support" tab:

The default list shows open tickets for the team. You can also review closed tickets and drafts you've started by clicking on the tabs in the support panel. You can click here to jump to your Team's support page.

Opening a ticket

To open a new ticket, click the + New Ticket button in the support panel shown above.

You'll be prompted to verify the selected Team, enter a subject, and choose the category, severity, and the cluster (if applicable for your question).

Use the description field to provide details about your issue, including any logs or error messages you might have. Check out our guidance for providing details for some help crafting your ticket.

Finally, check or uncheck the box providing permission for CSEs or other engineers to access your dashboard, cluster, or data for the purposes of troubleshooting this issue.

Once you've entered all the details, click the Create Ticket button.

If you prefer email, or if you can't reach the dashboard support panel, you can open new a low-severity ticket via email to bridge-support[at]crunchydata.com. Send the email with the description of your issue from the address associated with your Crunchy Bridge Team.

Corresponding on tickets

Notifications about your support tickets will be sent via email from bridge-support[at]crunchydata.com. Make sure to add this address to your email allow list. You can correspond with the Crunchy Bridge CSE Team by replying to these emails, or you can respond on tickets through the dashboard interface.

Tickets will be automatically closed if we don't hear back from you within seven days. If you need further assistance about the same issue, you can re-open a closed ticket by responding to it.

Ticket severity

Each support ticket has an associated severity that helps us understand the impact of the issue described in the ticket. The default severity is Low.

When opening a ticket, choose the appropriate severity using these guidelines:

We reserve the right to update the severity of your ticket. We may do this as the work to assist you progresses and changes the situation, or if the severity is very misaligned with the guidelines for such an issue. Typically we will confirm any severity change with you on the ticket.

Providing details

To help us respond quickly and helpfully, please include as much information as possible in the description of your issue.

In addition to a general description of what is happening, you might include:

• What you were expecting to happen
• Steps to reproduce the issue
• Anything you have already tried to resolve the issue
• Links to documentation pages you have consulted
• Hypotheses or information about a potential cause or related events
• Timestamps or general timing of events
• Log lines
• Error messages
• Screenshots (can be added to a ticket via email by responding to the confirmation message)

If we need more information to understand or solve the problem, we'll ask you to provide more detail on the ticket. This can delay the resolution of your issue, so we strongly encourage you to include as much information as possible when you initially open the ticket.