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Cloud Basic SupportIncluded with your Timescale Forge or Timescale Cloud trial and subscription

No question is off-limits, big or small!
We work with you to fully understand the technical and business problems you want to solve, and we help plan and advise on how to get results. We're experts in time-series data, and our mission is to make you successful from start to finish.

Cloud Basic Support includes in-depth recommendations customized for your scenario – including data modeling, query optimization, and performance tuning – as well as direct assistance for general questions, best practices, and help when things go wrong.

Cloud Production SupportBecause your production workloads are critical to your business

Get on-call support for your critical applications
We’re committed to keeping your database up and running at all times, but we know things can go wrong. Cloud Production Support is designed to give you peace of mind and ensure that, if a production instance is ever degraded, you’ll have access to experts and committed response times. Did production query times triple unexpectedly? Did ingest come to a halt at 2 AM?

We are available 24 x 7 x 365 to ensure that you have a lifeline when unexpected events happen.

Community
Cloud Basic
Cloud Production
Eligible
All users of Timescale products (including self-hosted TimescaleDB and Promscale)
Users of Timescale Forge and Timescale Cloud
Users of Timescale Forge and Timescale Cloud
Number of cases/questions
Unlimited but without case tracking
  • Unlimited and about any Timescale product -
    ask us anything
  • A Customer Success Manager will follow your case
  • Unlimited and about any Timescale product -
    ask us anything
  • A Customer Success Manager will follow your case
Hours of coverage
As available
Mon-Fri, 9-5 ET
Based on severity
Response times
As available
Typical replies within 1 business day
Severity 1 – response within 1h (24 x 7)
Severity 2 – response within 4h (24 x 7)
Severity 3 – 1 business day
Support channel
Slack
Email
Email + Portal Access
Pricing
Free
Included with your plan
Paid annual subscription

For specifics about paid offerings, 
please see our Support Agreement and Support Policy.

Community
Eligible
All users of Timescale products (including self-hosted TimescaleDB and Promscale)
Number of cases/questions
Unlimited but without case tracking
Hours of coverage
As available
Response times
As available
Support channel
Slack
Pricing
Free
Cloud Basic
Eligible
Users of Timescale Forge and Timescale Cloud
Number of cases/questions
  • Unlimited and about any Timescale product -
    ask us anything
  • A Customer Success Manager will follow your case
Hours of coverage
Mon-Fri, 9-5 ET
Response times
Typical replies within 1 business day
Support channel
Email
Pricing
Included with your plan
Cloud Production
Eligible
Users of Timescale Forge and Timescale Cloud
Number of cases/questions
  • Unlimited and about any Timescale product -
    ask us anything
  • A Customer Success Manager will follow your case
Hours of coverage
Based on severity
Response times
Severity 1 – response within 1h (24 x 7)
Severity 2 – response within 4h (24 x 7)
Severity 3 – 1 business day
Support channel
Email + Portal Access
Pricing
Paid annual subscription

For specifics about paid offerings, 
please see our Support Agreement and Support Policy.

“Timescale’s dedication to support may be the best I’ve seen from an open-source project”

— Shane O’Donnell, IoT Data Architect, CREECREE

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