Exasol Support

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

Visit the Support Dashboard

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

Overview of Support Services and Services 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 Time
German Business Hours
24×7 for Incident Management only
Start your Journey

Our Portal

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

Get More Details