DataStax Expert Support
Your Success is Our Top Priority
Whether you have a new real-time application in development or database and streaming infrastructure in production, we offer a wide range of support options to help ensure that our industry-leading solutions exceed your expectations.
DataStax delivers the expert support for both production and non-production database and streaming systems. Our support teams are backed by the world's foremost experts in Apache Cassandra®, Apache Pulsar and open source Kaskada.
Datastax Support is recognized as World Class by the CRMI NorthFace ScoreBoard Award
"DataStax always provides top-notch support and feedback. DataStax Enterprise is core to our business and allows us to provide rich data insights enabling credit unions to quickly understand portfolio behavior and make decisions to grow their credit and debit programs. We appreciate DataStax support’s knowledgeable team and prompt response. It’s clear that obsessing over their customers is in the DataStax DNA,"
Lavanya Mutha
Database administrator IV, CO-OP Financial Services
Benefits of Expert Support
Hot Fixes
Should a bug cause a production application outage or serious performance issue, DataStax works to immediately correct the problem and supplies a hot fix build to get your application back online.
Around-the-Clock Protection
The expert support teams at DataStax provide the confidence and assurance your enterprise IT staff and leadership need to deploy database technology that’s key to your business success. Coverage is available 24x7x365.
Software Lifecycle Management
You receive full commercial software lifecycle support that includes both certified software updates and expert support for earlier versions still deployed in production.
Global Support
DataStax support teams are located in multiple geographies to ensure fast support no matter where you are.
Bug Escalation
You have the option of escalating critical bugs so they receive priority and the highest attention of DataStax engineering.
Support Resources
DataStax Supported Versions
DataStax Supported Policy
Support Portal
Get Software
Academy Courses
Instruct-Led Course
| COMPONENT | DSE SUPPORT | Astra Support (DB and Streaming)
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| Issue Coverage | 24x7 Follow-the-Sun Help Desk | Chat and Community Support | 24x7 Follow-the-Sun Help Desk | ||
| Escalation | 24/7 Escalation Button for Eng/Manager via Support Portal | No | 24/7 Escalation Button for Eng/Manager via Support Portal | ||
| Support Ticket First Response SLAs | |||||
| Urgent | 1 hour | N/A | 1 hour | ||
| High | 4 hours | N/A | 4 hours | ||
| Normal | 24 hours | N/A | 24 hours | ||
| Low | 24 hours | N/A | 24 hours | ||
| Ticket Handling | Global Support Team | N/A | Global Support Team | ||
| Technical Account Manager (TAM) | No | No | No | ||
| Strategic Planning Meetings | No | No | No | ||
| Issue Review Meetings | No | No | No | ||
| On-Site Visits | No | No | No | ||
| Premium Outcome Packages | No | No | No | ||
| Price | Included with DSE | Included with Astra (Free / Pay As You Go only) | % of monthly usage | ||
| COMPONENT | Luna Standard Support for Apache Cassandra | Luna Plus Support for Apache Cassandra | Luna Streaming Standard Support |
| Issue Coverage | 24x7 Follow-the-Sun Help Desk | 24x7 Follow-the-Sun Help Desk | 24x7 Follow-the-Sun Help Desk |
| Escalation | 24/7 Escalation Button for Eng/Manager via Support Portal | 24/7 Escalation Button for Eng/Manager via Support Portal | 24/7 Escalation Button for Eng/Manager via Support Portal |
| Support Ticket First Response SLAs | |||
| Urgent | 1 hour | 1 hour | 1 hour |
| High | 4 hours | 4 hours | 4 hours |
| Normal | 24 hours | 24 hours | 24 hours |
| Low | 24 hours | 24 hours | 24 hours |
| Ticket Handling | Global Support Team | Global Support Team | Global Support Team |
| Technical Account Manager (TAM) | No | No | No |
| Strategic Planning Meetings | No | No | No |
| Issue Review Meetings | No | No | No |
| On-Site Visits | No | No | No |
| Premium Outcome Packages | No | No | No |
| Support for Open-Source Projects | No | Yes | No |
| Long-Term Support - Apache Cassandra/ Apache Pulsar | No | Yes | Limited to Supported Versions only |
| Price | Included with Luna Standard Support for Apache Cassandra | Included with Luna Plus Support for Apache Cassandra | Included with Luna Streaming Standard |
| COMPONENT | Premium Support - Silver Plan | Premium Support - Gold Plan | Premium Support - Platinum Plan |
| Issue Coverage | 24x7 Follow-the-Sun Help Desk | 24x7 Follow-the-Sun Help Desk | 24x7 Follow-the-Sun Help Desk |
| Escalation | 24/7 Escalation Button for Eng/Manager via Support Portal | 24/7 Escalation Button for Eng/Manager via Support Portal |
24/7 Escalation Button for Eng/Manager via Support Portal
|
| Support Ticket First Response SLAs | |||
| Urgent | 15 minutes | 15 minutes | 15 minutes |
| High | 1 hour | 1 hour | 1 hour |
| Normal | 12 hours | 12 hours | 12 hours |
| Low | 24 hours | 24 hours | 24 hours |
| Ticket Handling | Global Support Team | Global Support Team | Global Support Team |
| Technical Account Manager (TAM) | No | No | Yes - during Business Hours |
| Strategic Planning Meetings | No | No | Yes - Max of 2 hours per week |
| Issue Review Meetings | No | No | Monthly, with Action Tracking and Trend Analysis |
| On-Site Visits | No | No | Quarterly as needed |
| Premium Outcome Packages | No | 4 non-migration Premium Outcomes w/base plan | 4 non-migration Premium Outcomes w/base plan |
| Support for Open-Source Projects | No | No | No |
| Long-Term Support - Apache Cassandra / Apache Pulsar | No | No | No |
| Price | Add-on cost | Add-on cost | Add-on cost |
Disclaimer: DataStax makes no warranties based on the information contained herein. Refer to the DataStax Support Policy or contact support if you have any questions.
