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Technical Support Services

Welcome to NuoDB Technical Support

The NuoDB Technical Support team is committed to providing you with all of the assistance that you need to be successful with NuoDB. From simple “how to” questions to deeply technical inquiries, our support engineers are ready when you need us. We are eager to assist you in every aspect of your journey through installation development, testing and deployment of your NuoDB solution.  If you are interested in purchasing a support plan, please contact us.


How to Use Support

If you already have a support plan in place with us, we offer several different channels for our customers to obtain support:

Channel  Method
Support Portal Click here to submit a request
Email support@nuodb.com
Telephone +1 (866) 285-6864
Community Forum Click here to access Community Forum
Knowledge Base Click here to access Knowledgebase
Online Documentation Click here to access online documentation

 

Support Packages

We are proud to offer three levels of support for our customers: Premium Enterprise, Premium Professional and Standard. No matter what your needs, we have a support option for you. Need more support? Just reach out and we can help you to customize your package.

  Premium Enterprise Premium Professional Standard
Hotline for Production Emergencies 24x7    
Front of Line Queueing and Escalation Yes    
Operations Consulting Up to 24 hours    
Go-Live Hypercare Yes    
RCA of Urgent Production Issues Yes    
Product Roadmap Review Annually    
Executive Summary Metrics Report Weekly    
Defined Service Level Agreements (SLAs) Yes Yes  
Dedicated Experts

Named Technical Account Manager

Named Support Engineer

Named Technical Account Manager  
Supportability Review Two (2) per year One (1) per year  
Remote Assistance Yes Yes  
Access to “Beta” programs and “Developer to Developer” builds Yes Yes  
Upgrade Assistance Up to four (4) hours Up to one (1) hour  
Training Discount Yes Yes  

Customer Named Contact

Four (4) Two (2) One (1)
Ticket Limit Unlimited Unlimited <50 Annually
NuoDB Insights Installation, Collection, Analysis Installation, Collection Installation, Collection
Hours of Support

24x7 for Emergencies

9AM - 6PM Eastern for all else

9AM - 6PM Eastern 9AM - 6PM Eastern
Software Updates and Maintenance Yes Yes Yes
24x7 Access to NuoDB Support Portal Yes Yes Yes
24x7 Access to Extensive Knowledge Base Yes Yes Yes
24x7 Access to User Forum Yes Yes Yes
24x7 Access to Online Documentation Yes Yes Yes

 

Need more information? Reach out and we'd love to help!