Altinity® 24/7 support
We know your business runs on data. Whether you’re using Altinity.Cloud®, Altinity.Cloud Anywhere, or open-source ClickHouse® itself, Altinity 24/7 Support is here for you if something goes wrong.
Our Team
Our support organization is a long-term, stable team composed of some of the world’s foremost experts on ClickHouse, Kubernetes, networking, and storage. They’ll work with you to make sure your problem is resolved as quickly, safely, and elegantly as possible.
Support We Offer
We support the service levels and response times you need.
Service Levels
We have you covered at every level of service:
| Service Level | Definition |
|---|---|
| Level 0 | We have online materials that can help you solve problems quickly, including an extensive knowledge base that has been built up over years of helping customers solve problems. See the Online Support Resources section below for a complete list. |
| Level 1 | We use the Altinity Support Services web portal and dedicated Slack channels for ticket submission. Our response time SLA is supported by automated notifications to live, on-call support engineers. |
| Level 2 | Provided by our team of support engineers. |
| Level 3 | Expands Level 2 by including members of the technical or executive leadership teams as needed. |
Priorities
Here’s how we define priorities:
| Priority | Definition |
|---|---|
| A production environment is severely impacted or non-functional. | |
| P2 - High | A production environment is functioning, but its capabilities are severely reduced. |
| A problem that involves a partial, non-critical loss of use of a production environment or development environment. | |
| P4 - Low | A general usage question, reporting of a documentation error, or recommendation for a future enhancement or modification of an Altinity product or service. |
If you’re not sure how to classify the problem you’re having, worry not; use the category that seems like the best fit. You can change it later if necessary.
Response Times
We have three classes of service, with response time commitments for each. Response times vary by priority, as you would expect.
| Class of Service | P1 | P2 | P3 | P4 |
|---|---|---|---|---|
| Premium | 1 hour | 4 hours | Next Business Day | Next Business Day |
| Enterprise | 4 hours | Next Business Day | Next Business Day | Next Business Day |
| Standard | Next Business Day | Next Business Day | 1-3 Business Days | 1-3 Business Days |
Online Support Resources
There are a number of useful resources here and elsewhere on the web to help with less urgent issues:
- The Altinity Knowledge Base
- The Altinity Blog
- The official ClickHouse documentation
- The ClickHouse GitHub Repository
- And, of course, the Altinity documentation.
In addition, the monitoring and management features of Altinity Cloud Manager can help you find and fix failures. Finally, we encourage you to take a look at our customer onboarding materials.
Opening a Ticket
You can open a ticket in two different ways; choose whichever is convenient for you. As you create or escalate a ticket, you can give it one of the four priorities defined above.
Using Altinity Help Center
Our support portal lets you create a ticket instantly and track it going forward.
Log a request
- After logging in to the portal, select the Technical Support link in order to log a request with Altinity Support Services.
- Use the definitions of P1-P4 above to choose the priority of your issue.
View active / past requests
- You can view all of your active and past support requests by selecting the Requests menu item under the login icon in the top right corner.
- You can adjust your profile settings (language, time zone, etc.) from the same menu,
Making changes to an active case
- When viewing an active support request, in addition to adding a comment, the right navigation gives you several options:
- Silence update notifications (Notifications on/off)
- Escalate the issue - Add a note explaining the escalation.
- Close the issue - Add a note explaining why you’re closing the request.
Using Slack
You can use your dedicated Altinity Slack channel to log issues and have conversations with Altinity engineers. We use the Jira Service Management Slack plugin to track your conversations as help tickets. (If you don’t have a dedicated Slack channel, contact us). To turn a Slack conversation into a ticket, tag the relevant thread with the :ticket: emoji:
When the :ticket: reaction is added, a support ticket will be created in our Jira Service Management system with a default priority of P4. You will see the ticket reference linked in the message thread in the format of SUP-xxxx.
If you need to raise a ticket’s priority after it’s created, you can escalate it directly from Slack.
Escalating a Ticket
If your issue needs a more urgent response, you can raise its priority. You can also ask for executive involvement if you feel you need additional resources. Feel free to reach out to our CEO, Robert Hodges (@Robert Hodges (Altinity) on Slack) or our CTO, Alexander Zaitsev (@alz on Slack).
Using the Altinity Support Services portal
When viewing an active ticket, click Escalate this issue in the right navigation. Be sure to explain the escalation when prompted.
Using Slack
To escalate a ticket created by Slack, tag the message with the appropriate emoji. (Note that you can only escalate the ticket after it is created, so make sure your issue is in the Jira Service Management tool first.)
- P1 - Highest - Add
:bangbang:
- P2 - High - Add
:exclamation:
- P3 - Medium - Add
:placard:
- P4 - Low - To de-escalate an issue, simply remove everything but the original
:ticket:emoji:
Let Us Hear from You!
If you have feedback for us, feel free to reach out to our CEO, Robert Hodges (@Robert Hodges (Altinity) on Slack) or our CTO, Alexander Zaitsev (@alz on Slack).