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:
Support Case
New Support Case via Web FormPlease 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
| Support Coverage | 24 x 7 x 365 for Severity-1 Support Incidents Business Hours for Severity-2 and Severity-3 Support Incidents | |
| Business Hours | Monday 06:00 GMT – Friday 11:59 GMT excluding Public Holidays | |
| Number of Support Contacts | Unlimited 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 Patches | 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 | |
| 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 Learning | Includes the training provided on Learn ClickHouse | |
| Named Support Services Leads | Includes a named Support Lead and ClickHouse Architect for the Subscription period |
Severity Classification Level Definitions
| SEVERITY CLASSIFICATION LEVEL | ORGANIZATIONAL IMPACT | DEFINITION |
|---|---|---|
| Severity 1 | Critical Business Impact | ClickHouse 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 2 | Major Business Impact | ClickHouse 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 3 | Minor Business Impact or General Questions | ClickHouse 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”)
| Subscription Tier | Severity 1 [Urgent] | Severity 2 [High Priority] | Severity 3 [Normal Priority] |
| Enterprise | 1 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:
- The current regular stable (-stable) version of the ClickHouse DBMS release
[https://clickhouse.com/#quick-start] - A regular stable sequential release (-stable) up to 2 versions prior to the current release
- The current Long-Term Support (“LTS”) Release as well as one prior LTS release version (-lts)
[https://github.com/ClickHouse/ClickHouse/releases]
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