Support Services

Trusted Support Services for your Organization

ClickHouse provides Support Services for our customers running ClickHouse in production environments. Our objective is a Support Services team that represents the ClickHouse product – unparalleled performance, ease of use, and exceptionally fast, high-quality results.


Looking for help?

Our primary support interfaces today for Subscription Customers are the following:

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

Open-Source Support Services:
Enterprise Subscription

ClickHouse is currently offering a single Self-Managed Enterprise tier of Support Services for the self-managed, open-source distribution of ClickHouse. Please contact [email protected] if you have questions or interest.

Subscription Details

Self-Managed Enterprise Subscription
Support Coverage24 x 7 x 365 for Severity-1 Support Incidents
Business Hours for Severity-2 and Severity-3 Support Incidents
Business HoursMonday 06:00 GMT – Friday 11:59 GMT excluding Public Holidays
Number of Support ContactsUnlimited although each Support Contact must complete our included Onboarding Training Course
Support Contact Methods Open a new case via web form: https://clickhouse.com/support/case/
Email to [email protected]
Emergency PatchesIncluded within the Enterprise Subscription for Severity-1 Support Incidents if determined needed in a situation for which a workaround or fix can not be readily provided
Emergency Onsite Visit (“fly and fix”)Included within the Enterprise Subscription for Severity-1 Support Incidents if determined needed in a situation for which a workaround or fix can not be readily provided. Travel limitations may apply based on location or travel restrictions
Bundled LearningIncludes the training provided on Learn ClickHouse
Named Support Services LeadsIncludes a named Support Lead and ClickHouse Architect for the Subscription period

Severity Classification Level Definitions

SEVERITY CLASSIFICATION LEVELORGANIZATIONAL IMPACTDEFINITION
Severity 1Critical Business ImpactClickHouse DBMS LTS or stable software release in production use is not functioning or is stopped or severely impacted so that Customer cannot reasonably continue use of DBMS and no Workaround is available
Severity 2Major Business ImpactClickHouse DBMS LTS or stable software release is functioning inconsistently causing significantly impaired Customer usage and productivity, such as periodic work stoppages and feature crashes
Severity 3Minor Business Impact or General QuestionsClickHouse DBMS LTS or stable software release is functioning inconsistently causing slightly impaired Customer usage and productivity but Customer can work around such inconsistency or impairment, or Customer has a question or enhancement for the DBMS or ClickHouse not determined an Error

Support Response: Service Level Agreements (“SLA”)

Severity Classification Level of Issue Reported
Subscription TierSeverity 1 [Urgent]Severity 2 [High Priority]Severity 3 [Normal Priority]
Enterprise1 hour (24/7/365)4 hours (Business Hours only)1 Business Day
(Business Hours only)

Supported Versions: End of Life

Supported Versions of ClickHouse including any of the following options:

Meet the Team

Thom O’Connor

VP, Support Services

Rich Raposa

Director, Global Learning

Ryadh Dahimene

Consulting Architect

Geoffrey Genz

Support Engineer

Dale McDiarmid

Consulting Architect

Melvyn Peignon

Manager, Support Services – EMEA

Marcelo Rodriguez

Sr Support Engineer

Tom Schrebier

Consulting Architect

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