Altinity 24/7 support

How to get support for Altinity.Cloud, Altinity.Cloud Anywhere, and ClickHouse itself.

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:

  • 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 have a Zendesk portal and the #support-cases Slack channel to create tickets. Those tickets are handled by Opsgenie to ensure they get the prompt attention they deserve.
  • 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.

Response Times

We have three classes of service, with response time commitments for each. Response times vary by severity, as you would expect.

SEV1 SEV2 SEV3 SEV4
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

Here’s how we define severity.

  • Severity 1: Urgent. A production environment is severely impacted or non-functional.
  • Severity 2: High. A production environment is functioning, but its capabilities are severely reduced.
  • Severity 3: Medium. A problem that involves a partial, non-critical loss of use of a production environment or development environment.
  • Severity 4: 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. We can change it later if necessary.

Online Support Resources

There are a number of useful resources here and elsewhere on the web to help with less urgent issues:

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.

Using Zendesk

Our Zendesk portal lets you create a ticket instantly and track it going forward. Zendesk tickets are assigned one of four priorities:

Severity Definition
SEV1 Urgent. A production environment is severely impacted or non-functional.
SEV2 High. A production environment is functioning, but its capabilities are severely reduced.
SEV3 Medium. A problem that involves a partial, non-critical loss of use of a production environment or development environment.
SEV4 Low. A general usage question, reporting of a documentation error, or recommendation for a future enhancement or modification of an Altinity product or service.

Using Slack

You can use your private Slack channel to log issues and have conversations with Altinity engineers. We use the Jira Service Management Slack plugin (formerly known as Halp) to track your conversations as help tickets. If you don’t have a private Slack channel, contact us.

To turn a conversation into a ticket, add one of the following emojis to your message.

Severity Definition
SEV1
:bangbang:
Double exclamation point		 Urgent. A production environment is severely impacted or non-functional.
SEV2
:exclamation:
Exclamation point		 High. A production environment is functioning, but its capabilities are severely reduced.
SEV3
:placard:
Placard		 Medium. A problem that involves a partial, non-critical loss of use of a production environment or development environment.
SEV4
:ticket:
Ticket		 Low. A general usage question, reporting of a documentation error, or recommendation for a future enhancement or modification of an Altinity product or service.

Tracking a Ticket

However you created your ticket, you can always check our Zendesk portal to see the status of your issue. For high-severity situations, of course, your Altinity support engineer will be in frequent contact with you as your issue is resolved.

Escalating a Ticket

If your issue needs a more urgent response, there are ways to escalate your ticket. In order, you can:

  1. Update your ticket with a comment highlighting the urgency of your issue. The update triggers our automated processes to notify the support team of the changes. In Slack, an @channel or @here message will get our attention.
  2. Create a new ticket in Zendesk with a higher priority than the original. Unfortunately our automated tools aren’t triggered when the status of an existing Zendesk ticket changes. If you need to increase the priority, simply create a new ticket with a higher priority and include a link to the original ticket in the new ticket’s description.
  3. 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).

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).