Introduction
At TeraDB Cloud, we’re committed to providing world-class technical support to ensure your success. Whether you’re resolving issues, optimizing performance, or seeking guidance on integration, our technical experts are here to help every step of the way.
Key Sections
1. Support Tiers
Choose the right support plan to match your technical needs:
Standard Support
- Email support with a 24-hour response time.
- Access to the knowledge base and community forums.
Premium Support
- Priority email and chat support with a 2-hour response time.
- Proactive system monitoring and alerts.
- Access to a dedicated support engineer for critical issues.
Enterprise Support
- 24/7 phone and chat support.
- Custom SLA agreements tailored to your business needs.
- Regular architecture reviews and optimization recommendations.
Reach out to our support team through these channels:
- Email Support: support@teradbcloud.com
- Live Chat: Available on the Support Portal.
- Phone Support: Available for Premium and Enterprise customers.
- Community Forum: Engage with fellow users and TeraDB experts.
3. Self-Service Resources
Empower yourself with a wealth of self-help resources:
- Knowledge Base: Explore articles on setup, troubleshooting, and best practices.
- FAQs: Find answers to frequently asked questions about our platform.
- Tutorials: Step-by-step guides for common tasks and integrations.
4. Incident Response & Issue Resolution
We take issue resolution seriously. Our response process includes:
- Initial Acknowledgment: Immediate acknowledgment of your ticket upon receipt.
- Issue Categorization: Tickets are categorized as Critical, High, Medium, or Low based on impact.
Resolution Timelines
- Critical: Immediate escalation and action within 1 hour.
- High: Response within 2 hours; resolution within 4 hours.
- Medium: Resolution within 1 business day.
- Low: Resolution within 2-3 business days.
5. System Status and Updates
Stay informed about the status of our services:
- Live Status Page: Real-time updates on system performance and outages.
- Maintenance Notifications: Advance notice for any scheduled maintenance or updates.
6. Custom Support Options
Tailored support solutions for unique business requirements:
- Onboarding assistance for new users.
- Custom training sessions for your team.
- Integration and architecture support for complex setups.
7. Feedback and Escalations
Your feedback is valuable to us:
- Share feedback to help us improve our services.
- Escalate unresolved issues directly through our escalation process.
