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We offer a range of support services to make you successful.

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Standard Support

Our team of professionals can answer your questions about Timescale. We're experts in time-series data and tightly integrated with Timescale engineers. We listen. We solve. We're passionate about open source and how Timescale fits into your tech stack. Standard support includes community help as well as direct assistance for general guidance, best practices, and when things go wrong.

Consultative Support

No question is off limits. We build relationships to fully understand the technical and business problems you're solving for and then work with you to plan and advise on how to get results. Support includes proactive and in-depth virtual consultative support, including data modeling, query optimization, and performance tuning, along with direct assistance for general guidance, best practices, and when things go wrong.

Community
Cloud Basic
Silver
Gold
Eligible products
TimescaleDB & Timescale Cloud
Timescale Cloud
Timescale Cloud
Timescale Cloud
Cases/questions
Unlimited feature/function
Unlimited break-fix plus
Break-Fix Plus Support includes assistance when things go wrong, and offerings for general guidance and best practices.
Unlimited break-fix plus
Break-Fix Plus Support includes assistance when things go wrong, and offerings for general guidance and best practices.
Unlimited consultative
Consultative Support includes proactive and in-depth consultative support, including with data modeling, query optimization, and performance tuning, along with break-fix plus support.
Hours of coverage
9x5 EST
9x5 EST
9x5 EST
Dependent on severity
Response times
As available
Internal targets based on true platform severity
Sev 1: 4 hour
Sev 2: 1 B/day
Sev 3: 2 B/day
Sev 4: 2 B/day
Sev 1: 1 hour 24x7
Sev 2: 4 hour 24x7
Sev 3: 1 B/day
Sev 4: 2 B/day
Support channel
Slack
Email
Web/email ticketing
Web/email ticketing
Named contacts
Named Contacts are included with each component of a Timescale Subscription. Named contacts are your authorized representatives for support.
No
1
Up to 2 contacts
Up to 4 contacts
Pricing
Free
Free with Timescale Cloud consumption
Paid annual subscription
Paid annual subscription
Community
Eligible products
TimescaleDB & Timescale Cloud
Cases/questions
Unlimited feature/function
Hours of coverage
9x5 EST
Response times
As available
Support channel
Slack
Named contacts
Named Contacts are included with each component of a Timescale Subscription. Named contacts are your authorized representatives for support.
No
Pricing
Free
Cloud Basic
Eligible products
Timescale Cloud
Cases/questions
Unlimited break-fix plus
Break-Fix Plus Support includes assistance when things go wrong, and offerings for general guidance and best practices.
Hours of coverage
9x5 EST
Response times
Internal targets based on true platform severity
Support channel
Email
Named contacts
Named Contacts are included with each component of a Timescale Subscription. Named contacts are your authorized representatives for support.
1
Pricing
Free with Timescale Cloud consumption
Silver
Eligible products
Timescale Cloud
Cases/questions
Unlimited break-fix plus
Break-Fix Plus Support includes assistance when things go wrong, and offerings for general guidance and best practices.
Hours of coverage
9x5 EST
Response times
Sev 1: 4 hour
Sev 2: 1 B/day
Sev 3: 2 B/day
Sev 4: 2 B/day
Support channel
Web/email ticketing
Named contacts
Named Contacts are included with each component of a Timescale Subscription. Named contacts are your authorized representatives for support.
Up to 2 contacts
Pricing
Paid annual subscription
Gold
Eligible products
Timescale Cloud
Cases/questions
Unlimited consultative
Consultative Support includes proactive and in-depth consultative support, including with data modeling, query optimization, and performance tuning, along with break-fix plus support.
Hours of coverage
Dependent on severity
Response times
Sev 1: 1 hour 24x7
Sev 2: 4 hour 24x7
Sev 3: 1 B/day
Sev 4: 2 B/day
Support channel
Web/email ticketing
Named contacts
Named Contacts are included with each component of a Timescale Subscription. Named contacts are your authorized representatives for support.
Up to 4 contacts
Pricing
Paid annual subscription

“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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