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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.

Please note that only Subscription customers have a Service Level Agreement on support incidents. If you are not currently a ClickHouse Cloud customer – while we will try to answer your question, we’d encourage you to go instead to our community resources:

ClickHouse community Slack channel

ClickHouse Cloud support details

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

	Trial	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 consultancy packages available for purchase SOW available for purchase Virtual + additional T&E for onsite	ClickHouse Cloud quickstart package available for purchase SOW available for purchase Virtual + additional T&E for onsite

Severity classification

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.

Service level agreements (“SLA”)

Classification of severity levels for issues reported and response times

Urgent

Severity 1

1 hour SLA

24 h / 7 days / 365 days / year

High priority

Severity 2

4 hour SLA

Business hours only

Normal priority

Severity 3

1 business day SLA

Business hours only

Support and escalation levels

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.

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