Maintenance Notification:
On next Monday August 5th 2019 starting at 7am CEST we will conduct some maintenance. You might encounter some issues using the Exasol User Portal and Issue Tracker! We will restore the Exasol User Portal and Issue Tracker before 9am CEST on Monday August 5th 2019.

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EXASOL provides you with support and services through our maintenance and service packages. Maintenance forms the basis of the services EXASOL offers you, while additional services can be booked as per your requirements.

Check also our training program here.

Service packages at a glance



Overview of Support Services and

Service

Support Levels


Community

Standard

Premium

Access to community

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Access to ticketing system


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Access to updates


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Service times


German Business Hours

24x7 for Incident Management only

Hotline


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Ad-hoc technical advice
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Hands-on assistance


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VPN


optional

required

Incident Management


optional

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Performance Service


optional

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Service Levels - Reaction Time


Critical 4 hrs

Major 8 hrs

Normal 24 hrs

Minor 48 hrs

Critical 2 hrs

Major 4 hrs

Normal 12 hrs

Minor 24 hrs

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