Exasol Support Dashboard

We at Exasol are happy to assist you with all questions regarding the installation, launch, operation and usage of your database.

Send us an email

Contact us at service@exasol.com for any enquiries regarding your database.

Our support engineers will attempt to identify the root cause of the problem and provide a solution either as a hotfix or as a workaround.


Call our hotline

If you have Standard Support or Premium Support, feel free to call our hotline. If you are calling for the first time, please have your Customer PIN available.

Toll: +1 415 36355 10

+49 911 23991 10

Toll-free: 00800 3927877678

Tollfree only valid from: Australia, Austria, Brazil, Canada, Croatia, Germany, Israel, Netherlands, Poland, Russian Federation, Sweden, Switzerland, United Kingdom, United States

Overview of Support Services and Service Levels


Access to community

Access to ticketing system

Access to updates

Ad-hoc technical advice


Hands-on assistance



Incident Management


Performance Service


Service Levels - Reaction Time

  • Critical (4 hours)
  • Major (8 hours)
  • Normal (24 hours)
  • Minor (48 hours)
  • Critical (2 hours)
  • Major (4 hours)
  • Normal (12 hours)
  • Minor (24 hours)

Service Times

German Business Hours24x7 for Incident Management only



In-depth descriptions of our support levels as well as of our supplementary services can be found on our portal.