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 America: (415) 363-5510

Toll Europe/Rest of the World: +49 911 2399 110

Overview of Support Services and Service Levels

CommunityStandardPremium

Access to community

Access to ticketing system

Access to updates

Ad-hoc technical advice

X

Hands-on assistance

X

Hotline

Incident Management

optional

Performance Service

optional

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

VPN

optionaloptional

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