Support Program

Trusted Support Services for your Organization

Here at ClickHouse, best-in-class support comes with your Cloud subscription. Our Support Services team follows the same vision as our product, bringing you unparalleled performance, ease of use, and exceptionally fast, high-quality results.


Looking for help?

Please note that only Subscription Customers have a Service Level Agreement on Support Incidents. if you are not currently a ClickHouse Cloud user – while we will try to answer your question, we’d encourage you to go instead to one of our Community resources:

ClickHouse Cloud Support Details

ClickHouse includes Support Services for all users and customers of ClickHouse Cloud.

ClickHouse Cloud Trial ClickHouse Cloud Monthly "Pay as you Go" or Annual
Learning On-Demand Training included
Docs
On-Demand Training included
Docs
Support Unlimited Support Cases
Business Day support only (Monday-Friday)
     1 Business Day
Office Hours
Unlimited Support Cases
24x7 support
    Sev-1: 1 Hour 24x7
    Sev-2: 4 Business Hours
    Sev-3: 1 Business Day
Office Hours
Expert Sessions Unlimited live Expert Sessions (short consultative guidance sessions)
Access to On-Demand Expert Sessions included
Unlimited live Expert Sessions
Access to On-Demand Expert Sessions included
Professional Services ClickHouse Cloud Quickstart package available for purchase
SOW available for purchasep
     Virtual + additional T&E for onsite
ClickHouse Cloud Quickstart package available for purchase
SOW available for purchasep
     Virtual + additional T&E for onsite

Support Contact Methods

Business Day Monday 08:00 Central European Time – Friday 17:00 US Pacific Time excluding Public Holidays
Support Contact Methods Cloud UI: https://clickhouse.cloud/support
Email to [email protected]

Severity Classification Level Definitions

SEVERITY CLASSIFICATION LEVEL ORGANIZATIONAL IMPACT DEFINITION
Severity 1 Critical Business Impact A Severity Level 1 issue is a critical production error within the software that severely impacts the Customer’s use of the software for production purposes, such as the loss of production data or where production systems are not functioning and no work-around exists. ClickHouse will respond to Severity Level 1 issues within one hour during Normal Business Hours, and use continuous efforts during applicable Normal Business Hours to provide a resolution for any Level 1 issues as soon as is commercially reasonable.
Severity 2 Major Business Impact A Severity Level 2 issue is an error within the software where the customer’s system is functioning for production purposes but in a reduced capacity, such as a problem that is causing significant impact to portions of the customer’s business operations and productivity, or where the software is exposed to potential loss or interruption of service. ClickHouse will respond to Severity Level 2 issues within four hours during Normal Business Hours, and use continuous efforts during the Normal Business Hours to provide a resolution for any Severity Level 2 issues.
Severity 3 Minor Business Impact or General Questions A Severity Level 3 issue is a medium-to-low impact error that involves partial and/or non-critical loss of functionality for production purposes or development purposes, such as a problem that impairs some operations but allows the customer’s operations to continue to function. Errors for which there is limited or no loss or functionality or impact to the customer’s operation and for which there is an easy work-around qualify as Severity Level 3. General questions are also Severity Level 3 issues. ClickHouse will respond to Severity Level 3 issues within one Business Day during Normal Business Hours, and use reasonable efforts to provide a resolution for any Severity Level 3 issues in time for an upcoming release of the software. All inbound production email cases shall have an initial status of Severity Level 3.

Support Response: Service Level Agreements (“SLA”)

SEVERITY CLASSIFICATION LEVEL OF ISSUE REPORTED

ClickHouse Cloud Severity 1 [Urgent] Severity 2 [High Priority] Severity 3 [Normal Priority]
Support Case Response SLA 1 hour (24/7/365) 4 hours (Business Hours only) 1 Business Day (Business Hours only)

Support Workflow: Support and Escalation Levels

Support Workflow Level Responsibility
Level 1 / L1 ClickHouse front-line team identifying and/or routing new cases, inquiries, or questions
Level 2 / L2 ClickHouse Support Services team first touch
Level 3 / L3 ClickHouse Support Services escalation status
Level 4 / L4 Escalation to ClickHouse Engineering or Cloud
Level 5 / L5 Escalation to ClickHouse Executive Leadership

Our ClickHouse Support Services team is focused not only on your quick questions or break-fix issues, but also on your hardest questions such as how to define your schema, how to model your data, or how to migrate from a legacy system. Our Expert Sessions, included with our Support for all ClickHouse Cloud users, allows you to access our ClickHouse experts via a virtual consultative support question - please open a case to get started.