Support Plans

RayDB offers flexible support plans as an add-on, allowing customers to choose the level of support that best fits their needs. By default, Hobby and Development users receive Best-Effort Support, while Production users can subscribe to Premium Support for enhanced service guarantees.

Best-Effort Support (Included)

Hobby and development instances receive best-effort support, meaning:

• No guaranteed response times.
• Community support available via Slack.
• Assistance provided as availability allows, with priority given to Premium Support customers.

Premium Support (Paid Add-On)

Premium Support can be purchased as an add-on for any customer requiring guaranteed response times and priority handling. This plan includes:

• Guaranteed Response Times:
  • Critical issues (Service unavailable): 30 minutes
  • High priority (Performance degradation): 2 hours
  • Medium priority (General issues): 8 hours
  • Low priority (Non-urgent inquiries): 24 hours
• Direct access to RayDB’s support team through the RayDB Dashboard.
• Priority handling of reported issues to minimize downtime and impact.
• Coverage for both Production and Non-Production instances within the same account.
• Private Slack channels for enterprise customers via Slack Connect.

Choosing a Support Plan

Customers can upgrade to Premium Support at any time through the Billing & Subscriptions section in the dashboard.

For details on service guarantees, refer to the SLA.