Providing Expert Support Tailored to You
Our Mission
SingleStore Support is here to help you to overcome any challenges you may face while using our leading database technology.
24x7 Support
Get peace of mind knowing that no matter when or where, we’ll be there to help
Deep Expertise
Get professional advice, help and how-to’s from technical product experts
Commitment to Success
We provide best-in-class customer service to ensure your success
SingleStore Helios & Database Support Plans
SingleStore support packages are tailored to your business, whether you’re a startup or a global enterprise. Still have questions? Find an answer in our Support FAQ.
 StandardSupport included with SingleStore Helios paid subscription and paid Database Licenses |  SilverEverything in Standard with faster response times and 24x7 support for all issues | ||
Service | |||
|---|---|---|---|
Support Hours | Business Hours 24x7 for Critical Issues | 24x7 | 24x7 |
Users With Access To Support | 8 | 12 | 20 |
Forums Based Support | |||
Ticket Based Support Portal | |||
Urgent Hotline | |||
Priority Ticket Queuing | |||
Escalation Management | |||
Technical Account Management | |||
Response Time By Issue Severity | |||
Critical | 4 hours | 1 hour Updates Every 4 hours | 30 minutes Updates Every 4 hours |
High | 1 business day | 2 hours Updates Daily | 90 minutes Updates Daily |
Medium | 2 business days | 24 hours | 6 hours |
Request | 4 business days | 48 hours | 24 hours |
Pricing | |||
*Existing contracts may be subject to different terms | Included with License |
Training
Our training includes live demonstrations, hands-on labs, ready-to-use AWS EC2 environments, and certification exams. SingleStore offers both virtual and onsite Quick Start Training.
Professional Services
Get a SingleStore Specialist to maximize the value of your investment and meet the vision for your real-time objectives. Our Specialists are experts in a variety of activities.
