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.

You are currently viewing an old documentation portal. This content will be removed on June 18th, 2019. Please view our current documentation portal at http://docs.exasol.com/.
Skip to end of metadata
Go to start of metadata

The table below provides a generic overview of failure and recovery procedures:

ScopeDetailsFailure CaseRecovery
Server - Hardware failure1Applies to Hardware which is purchased from ExasolFor any hardware component outage

Accordingly, to the SLA (Service Level Agreement) mentioned in your contract.

Replacement of the faulty component

Software - Maintenance

Applies to bugs in Exasol software w/o interrupting of business processes

Failure can be solved with a temporary workaround

Next maintenance release

Software - Business critical

Impairment of business-critical processes

Failure will cause a considerable delay in delivering business processes, no workaround possible

Based on SLA and additional agreements

ExaCloud2

Exacloud is a fully managed by Exasol infrastructure

All type of outages and failures

Accordingly, to booked services- Standard or Premium.

Backup internal

Backup within the cluster (internal backup)

Backup was not successful

Dependent on booked services (E.g., if Incident Management is booked, then accordingly to SLA)

Backup external

Backup external (outside of the cluster. E.g., share, smb, ftp)

Backup was not successful

Dependent on booked services (E.g., if Incident Management is booked, then accordingly to SLA)

Team

The outage caused by lack of personnel

Redundant Teams, redundant people

Not relevant, internal escalations and deputy agreements

1 Hardware support is managed by Exasol. This does not apply if Hardware is managed by the customer.

2Exacloud is a hosted platform owned by Exasol, running on data centers located in Germany