Technical
Support

Features

Subscription Based Services:
Subscribe to our services on a monthly, quarterly or annual basis.

Customized Subscription Packaging and Pricing:
Select any quantity of each resource type/service that they require. Pricing is determined based on the unique selections of each individual client.

Flexibility
Use the subscribed services any time during the subscription period in increments of one or more hours. Services are pre-scheduled to ensure availability of the desired resource skillset or service.

Extendable:
Purchase add-on services or quantities during the subscription period. Purchased quantities do not roll over to the next subscription period.

Featured included are:

Business hours coverage:
Access to our support team during business hours for assistance from basic inquiries and technical issues.

Email/Ticketing Support:
Reach out to us via email/ticketing for critical and non-critical inquiries.

Service Level Agreement (SLA):
Benefit from a formal SLA outlining guaranteed response times for critical issues.

Remote Troubleshooting:
Have the technical experts remote in to troubleshoot issue resolution.

All Features of Silver
Plus:

Round-the-Clock Availability:
Access to our support team 24/7 for assistance with basic inquiries and technical issues.

Phone Support:
Access our support professionals via phone for urgent inquiries and receive immediate assistance.

Full Support for Self-Managed Components:
Access our support team 24/7 for assistance with self-managed Confluent components.

Custom Connectors:
Access our support team 24/7 for assistance with custom Connector connectivity.

All Features of Gold
Plus:

Priority Support:
Receive priority treatment for your inquiries, with expedited resolution of issues and access to dedicated support professionals.

Full Dedicated Team:
Gain access to a full dedicated support team for your organization.

Technical Account Team:
Get personalized support from a dedicated technical account manager who understands your business needs and offers proactive assistance and guidance.

Live Chat Support:
Instantly connect with our support team via live chat for real-time assistance 24/7.

Support for Self Managed Components

Case Severity, Initial Response Times & Priority Level Definitions

Critical Business Impact (P1)
Critical Production Impact
Response Time: 1 hour during business hours OR within the 1st hour of the following business day

Moderate Business Impact (P2)
Production Degradation
Response Time: 1 business day

Minimal Business Impact (P3)
Degradation of non-Production Environments
Response Time: 1 business day

General Questions (P4)
General Guidance
Response Time: 2 business day

Critical Business Impact (P1)
Critical Production Impact
Response Time: 1 hour

Moderate Business Impact (P2)
Production Degradation
Response Time: 4 hours

Minimal Business Impact (P3)
Degradation of non-Production Environments
Response Time: 8 hours

General Questions (P4)
General Guidance
Response Time: 1 business day

Critical Business Impact (P1)
Critical Production Impact
Response Time: 10 minutes

Moderate Business Impact (P2)
Production Degradation
Response Time: 10 minutes

Minimal Business Impact (P3)
Degradation of non-Production Environments
Response Time: 1 hour

General Questions (P4)
General Guidance
Response Time: 1 hour

Pricing