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DataStax Premium Support

DataStax Premium Support provides you with added options to enhance your current version of subscription-based support. Designed with flexibility in mind, these options are staffed exclusively by a global team of our most seasoned support engineers.

Offerings

We have three offerings available to help you customize your support experience. Select a single offering, or bundle them together for more complete coverage. The choice is yours!

Silver Plan

This plan delivers enhanced first-response SLAs compared to Standard Support SLAs. It’s designed for customers requiring significantly faster responses to tickets submitted for issues encountered with their business-critical applications.

  • Ticket-based engagement model
  • Enhanced SLAs
    • Urgent - 15 minutes
    • High - 1 hour
    • Normal - 12 hours
  • Entitlement to Premium Outcome Packages
  • Assigned Technical Account Manager located in your preferred region
    • Ticket Handling by the Support Team and Assigned TAM
    • Case Management
    • Strategic Planning Meetings
    • Issue Review Meetings
    • Quarterly Business Reviews
    • On-Site Visit

Gold Plan

This plan delivers all the features of the Silver Plan, plus provides entitlement to Premium Outcome Packages. This plan is designed for customers who require significantly faster responses to tickets, but who also want to take a more strategic approach to ensuring the performance and health of their implementations.

  • Ticket-based engagement model
  • Enhanced SLAs
    • Urgent - 15 minutes
    • High - 1 hour
    • Normal - 12 hours
  • Entitlement to Premium Outcome Packages
  • Assigned Technical Account Manager located in your preferred region
    • Ticket Handling by the Support Team and Assigned TAM
    • Case Management
    • Strategic Planning Meetings
    • Issue Review Meetings
    • Quarterly Business Reviews
    • On-Site Visit

Platinum Plan

This plan delivers all the features of the Silver and Gold Plans, plus a named Technical Account Manager (TAM) who will provide a more personal engagement including holistic, high-touch strategic advice and guidance.

  • Ticket-based engagement model
  • Enhanced SLAs
    • Urgent - 15 minutes
    • High - 1 hour
    • Normal - 12 hours
  • Entitlement to Premium Outcome Packages
  • Assigned Technical Account Manager located in your preferred region
    • Ticket Handling by the Support Team and Assigned TAM
    • Case Management
    • Strategic Planning Meetings
    • Issue Review Meetings
    • Quarterly Business Reviews
    • On-Site Visit
Support Portal

Premium Outcome Packages

Premium Outcome Packages provide customers who purchase the Gold or Platinum Premium Support Plans with a constantly evolving menu of à la carte selections via the Support Portal. These are aimed at providing strategic outcomes that supply expert advice to ensure the health and successful operation of your DataStax products.

Workload AssessmentsHealth ChecksUpgrade EvaluationsDisaster Recovery Evaluationsand more

Still Have Questions?

That's ok! See our DataStax Premium Support FAQ to learn more about what Premium packages are right for you, or if you feel your support requirements go beyond our standard packages, please send a message to PremiumSupport@datastax.com or fill out the form here and we'll be in touch to discuss your needs.

Contact Us

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