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You’ll never walk alone

We offer a range of support options to adapt to your use case, infrastructure, and budget

Already a customer with Production support? Sign in to our support portal.

Cloud support plans

For our customers using our managed cloud services

Overview

Cloud Basic Support

Always included

Level of support included with all Timescale trials and subscriptions. It covers support tickets via email during business hours with a 1 business day target response time, as well as direct assistance for general questions and best practices.

Cloud Production Support

Recommended

Focused on keeping production workloads operational, providing on-call assistance for critical applications. It gives you 24x7 coverage for severe incidents, with 1h target response times for issues involving a production database down.

Hours of coverage

Cloud Basic Support

Always included

Mon-Fri, 9AM-5PM ET

Cloud Production Support

Recommended

24x7 for Severity 1-2 issues 9AM-5PM ET for Severity 3 issues

Target response times

Cloud Basic Support

Always included

1 business day

Cloud Production Support

Recommended

1 hour for Sev. 1 (critical) issues 4 hours for Sev. 2 (high) issues 1 business day for Sev. 3 (moderate) issues

Support channel

Cloud Basic Support

Always included

Email

Cloud Production Support

Recommended

Email + Support Portal

Pricing

Cloud Basic Support

Always included

Always included at no extra cost

Cloud Production Support

Recommended

Annual subscription

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

Interested in Self-managed support?

To help you run TimescaleDB databases in your own infrastructure

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

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

Shane O’Donnell, IoT Data Architect, CREE

CREE

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