Support terms and service level agreements (SLA) for Crate.io products
This document applies to customers with a valid and active subscription for Crate.io products. Crate.io reserves the right to change, alter, replace, or otherwise modify these Support Terms at any time, the date of last modification is stated at the top of these Support Terms.
Crate.io Support is a support channel staffed with experienced support engineers. This service helps to maximize the value Crate.io’s products bring to its customers by preventing and fixing gaps to the value perceived by customers, by working with them on the delivery of solutions based on our products, by helping to avoid and minimize the impact of Crate.io on-premise software or Cloud solutions misbehaviors in their activities and business goals.
This service also assists with issues on Crate.io services that complement the CrateDB Cloud services delivered to customers by Crate.io.
2. Contacting Crate.io Support
All customers with a valid and active subscription can contact Crate.io Support to submit new support tickets or request updates on existing tickets.
2.1 Types of Support Tickets
Support tickets come in one of the types below. Each of the types influences how Crate.io Support deals with your ticket:
- Request: activate or reconfigure your Crate.io product or service to better suit your needs.
- This could be a feature requirement you want to submit.
- While most of the CrateDB Cloud services can be activated or reconfigured via self-service in the Cloud Console, some services require direct assistance from Crate.io Support for their delivery. Please consult the service delivery table below.
- Usually for such a ticket there is some coordination required with the customers’ teams.
- Incident: if you are experiencing deterioration in the value you are receiving from your Crate.io product (like an unexpected behavior or an interruption of service). Refer to Support Severity Levels & Response Times to understand how Crate.io deals with Incident tickets.
- Question: if you have questions on the expected behavior of the Crate.io products. Questions are handled by Crate.io with the response times of an Incident with Low severity.
2.2. Contact Channels
You can receive Support for Crate.io products using one of the channels below:
|Web Support (*)||Email Support (*)||Community Support|
|CrateDB On-Premise Customers:
Open a ticket in your private support
space provided during onboarding
|All Customers: Send an Email to email@example.com||See https://community.crate.io|
|CrateDB Cloud Customers: log in to
the CrateDB Cloud Console (e.g. at https://console.cratedb.cloud/) and open the Chat to log an issue
(*) Requires an active subscription for a Crate.io Product
Details for accessing Phone support will be provided by Crate.io on request.
Depending on the channel you choose, you can contact Crate.io Support in the periods specified below:
|Web Support (*)||Phone Support (*)||Community Support (**)|
|Standard Support||Monday to Friday during Crate.io Business Hours||24x7, every day of the year|
|Premium Support||24x7, every day of the year (Severity 1 tickets)
Monday to Friday during Crate.io Business Hours (Severity 2, 3 and 4 tickets)
|Monday to Friday during Crate.io Business Hours|
(*) Requires an active subscription for a Crate.io Product
(**) Is not covered by an SLA
2.3. Technical Contacts
Only technical contacts named by your company can submit Support Tickets and interact with Support. An explicit authorization procedure must be followed when people who are not registered as technical contacts wish to start submitting Support Tickets on behalf of your company. Any registered Technical Contact can ask to add or remove other Technical Contacts.
|Technical Contacts included in subscription pricing||Additional Technical Contacts allowed|
|Category 1: Subscription
value below USD 100,000
|Category 1: Subscription
value above USD 100,000
Procedure to add new technical contacts for your company:
- Register a Github user
- Ask an existing technical contact to submit a ticket or email in order to register (or remove) a technical contact – provide the Github username, Full Name, Email Address for the contact (can also be an external email/Github account, e.g. of a contractor)
- Crate.io Support will validate your request against the registered technical contacts and provide additional instructions or a registration confirmation.
We strongly recommend setting your technical contacts immediately after acquiring an Crate.io subscription. This prevents delays in sensitive situations, allows for the correct distribution of responsibilities across your organization and creates redundancy (in case people leave your company or switch roles internally).
Technical contacts are expected to be knowledgeable of the Crate.io environment and specifics related to Software installations and Support. Having knowledgeable technical contacts makes interactions with Crate.io Support faster and more efficient for both your company and Crate.io, accelerating ticket resolution.
You can communicate with Crate.io Support in English.
Support in other languages is provided on a best-effort basis and subject to staff availability.
3. Cloud Products Service Delivery
Customers using CrateDB Cloud / SaaS have access to several services that help maximize the value obtained from Crate.io’s products. While most of the services can be activated in a self-service fashion, some of them require direct assistance from Crate.io Support or our Customer Success Teams for their delivery (usually in a coordinated effort with customer or partner teams).
The following table lists common example of such services (list is subject to change):
|Product||Service||Available outside business hours||Service downtime||Included in support package||Target delivery||Severity|
|CrateDB Cloud Premium||Initial Deployment||No||No||Once per subscription term||5 business days / depends on customers availability||Normal|
|CrateDB Cloud Premium||Scaling up/down||No||No||1 change per quarter / additional operations chargeable||3 business days / depends on customers availability||Normal|
|CrateDB Cloud Premium||Modifying the Deployment (all changes beside scaling up/down)||No||Yes||1 change per quarter / additional operations chargeable||5 business days / depends on customers availability|
4. Service Availability
Service availability with Crate.io is defined in terms of high availability (resilience to foreseeable disruption through redundancy) and disaster recovery (ability to restore from events where redundancy is not sufficient).
|CrateDB Cloud (SaaS)||On-premises|
|High Availability||Depending on support model (see High Availability)||Customers are free to build their infrastructure to meet their demands.|
|Disaster Recovery||RPO and RTO depending on Support plan||Customers are free to build their infrastructure to meet their demands.|
4.1. High Availability
A number of options exist for CrateDB Cloud / SaaS customers to control the service uptime of their system to meet business demands. Crate.io defines service uptime as the availability of applications served to end-users in production-type environments labeled as Production.
Service uptime commitment for CrateDB Cloud / SaaS customers by Crate.io as per the table below:
|Standard Support||Premium Support|
|Included Service Uptime (*)||99.50%||99.95%|
(*) This is the service uptime commitment for the availability of applications served to end-users in production-type environments labeled as Production Service uptime exclusions apply. Service uptime is calculated as Monthly Uptime % = (Maximum Available Minutes – Downtime) / Maximum Available Minutes X 100.
Crate.io reserves the right to, in its sole discretion, scale up and scale down all SaaS infrastructures, both horizontally and vertically, to efficiently support the deployment of licensed Crate.io Software, applications and licensed entitlements. Scaling of SaaS infrastructure is delivered according to the Cloud Service Delivery table.
Crate.io may provide, through Support, Customer Success or other paid or included services, guidelines to help achieve optimal performance, reusability and maintainability of the provided applications. The Customer hereby undertakes to adhere to such guidelines, best practices and published product documentation to achieve optimal performance. If Customer does not comply with the referred guidelines, best practices and product documentation, Crate.io reserves the right to discontinue the provision of the scaling services or to subject its provision to the payment of additional charges which will be agreed with the Customer.
4.2. Disaster Recovery
Crate.io allows you to have a disaster recovery solution to meet business demands. While CrateDB includes features out-of-the-box to enable high-availability concepts, the CrateDB Cloud / SaaS services are built around 3 key concepts for the event of a disaster occurring outside the actual database product (e.g. in the underlying SaaS Infrastructure):
- Recovery Point Objective (RPO) is the maximum possible interval of time before a disaster to which you may need to roll back your system. All data changes from the moment of the disaster backward until RPO time is assumed to be lost in the event of a disaster.
- Recovery Time Objective (RTO) is the maximum possible interval of time between the moment of a disaster and the moment where the system is back up and fully functioning in the status defined by your RPO. The system is assumed to be down from the moment of the disaster until RTO time after the disaster.
- Disaster Incident is a disruption to the service from which your system design is prepared to recover from. Disruptions from which you are not prepared to recover are considered force majeure and the consequence of such disruption is not foreseen in your business recovery strategy.
(Source: Wikipedia https://en.wikipedia.org/wiki/Disaster_recovery)
In the example above the following would apply:
- An RPO of 1 hour means you recover the status of your system from the snapshot of the status 1 hour before the disaster.
- An RTO of 4 hours means you recover the system 4 hours after the disaster happened.
- In summary, with an RPO of 1h and an RTO of 4 hours, you recover the system 4 hours after the disaster, to the status it had 1 hour before the disaster. In total, you lose 5 hours of business value.
- The above example applies to Disasters for which a recovery strategy exists.
The below options are available for our CrateDB Cloud / SaaS customers regarding Disaster recovery:
|Standard Support||Premium Support|
|RTO (*)||4 Business Hours (**)||1 Hour (**)|
|RPO (*)||1 Hour||1 Hour|
(*) RTO and RPO commitments in this table apply to production-type environments labeled as Production. RTO is measured from the moment Crate.io Support becomes aware of the Incident; RPO is measured from the moment in which the Disaster occurs. For all other environments, RTO and RPO commitments are 24 hours. Depending on the Disaster, Crate.io may be able to offer multiple options; in such a situation, only one of the solutions offered needs to comply with the RTO and RPO commitments.
(**) RTO is depending on the amount of data stored in the database, e.g. if you store several TB of data with Crate.io it may take longer to recover the full data. The RTO assumes restoring the most recent data first (first 200 GB of data) and following up to restore the remainder of the data within the required time to balance database operations with the restore processes.
4.3. Service Uptime Exclusions
For customers with a valid subscription of Crate.io Cloud / SaaS services, Crate.io shall use commercially reasonable efforts to ensure a SaaS service uptime in accordance to their support level, in any given month of the Subscription Term, excluding the periods:
(i) in which either Crate.io or the Customer are performing scheduled maintenance;
(ii) that result from termination as described in the Agreement;
(iii) that result from suspension due to overdue payments;
(iv) caused by factors outside of Crate.io’ reasonable control, including any Force Majeure event or Internet access or related problems;
(v) that result from any actions or inactions of the Customer or any third party on behalf of the Customer;
(vi) that result from Customer’s equipment, software or other technology and/or third-party equipment, software or other technology, contracted by the Customer;
(vii) caused by Customer’s use of the Software in a manner inconsistent with the documentation or Crate.io’ guidance;
(viii) caused by the Customer’s use of the Software after Crate.io advised the customer to modify its use of the Software;
(ix) attributable to acts by persons gaining unauthorized access to or use of the Software due to Customer’s failure to maintain and control security and access to the Software;
(x) attributable to the acts or omissions of the Customer or its employees, agents, contractors, or vendors, or anyone gaining access to the Software and/or the Support and Updates services by means of Customer’s credentials or equipment;
(xi) that result from the deployment or execution of Applications in the SaaS which, due to excessively complex or erroneous programming of said Applications, will not consistently answer user requests successfully, with a predictable term, without errors or any sort, and without behaviors susceptible of consuming excessive resources from the underlying hardware or software, or causing contention in access to said resources.
4.4. Force Majeure
Force Majeure are unforeseeable circumstances that may prevent Crate.io from complying with its obligations concerning Service Availability. Although force majeure events fall outside Crate.io’ control, Crate.io will use all reasonable commercial efforts to recover the service for its customers.
Force majeure events for the Crate.io SaaS may fall under 4 categories:
- Acts of nature (for instance, earthquakes, fires, flooding, asteroids);
- Acts of parliament (for instance, revolutions, action-restricting laws);
- Acts of man (for instance, war, terrorist attacks, strikes);
- Force Majeure events that affect Crate.io suppliers or other third parties.
5. CrateDB Cloud Scheduled Maintenance
From time to time, Crate.io will perform maintenance on the CrateDB Cloud / SaaS services of our customers. These maintenance tasks update the software to ensure you benefit from new capabilities and defect fixes. In the event of Scheduled Maintenance:
- Crate.io will use commercially reasonable efforts to notify Customers with at least 2 business days in advance.
- Crate.io will notify all technical contacts associated with the company via email or service info ticket.
- If the maintenance task has an impact on customers use of Crate.io’s services (e.g. downtime of the core database offering or related service required for the customer to fulfill their services), upon request Crate.io will reschedule the maintenance task. **
(**) For example, the deployment of a CrateDB Hotfix in the CrateDB Cloud/SaaS service is usually performed as a rolling update to the database services, not requiring a downtime. A minor/major release upgrade of the database service may impact the customers’ application, requiring testing of the full software stack – hence this is a task that Crate.io offers to reschedule.
6. Support Severity Levels & Response Times
Crate.io Support works with Severity Levels based on the impact of a given issue to the business of the customer. For each Support ticket opened the customer can choose a severity level which should reflect the business impact of the issue, according to the below mentioned definition. Crate.io Support reserves the right to reasonably question customers on the chosen severity and adapt this as the support ticket progresses.
6.1. Severity Levels
The table below describes each of the severity levels available for Incident tickets and the environment for which the ticket can be open under that severity:
|S1||The production use of the Software is stopped or so severely impacted that the user of the Software cannot reasonably continue work. The user of the Software is experiencing a complete loss of service, and the business of the user is severely impacted.||
|S2||The user of the Software is experiencing a severe loss of service. While operations can continue in a restricted fashion, important features are unavailable with no acceptable workaround, and the business of the user is severely impacted.||
|S3||The user of the Software is experiencing a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality.||
||All environment types|
|S4 (lowest)||The Subscriber requests information, enhancement, or documentation clarification regarding the Software but there is no impact on the operation of the Software. The user of the Software is experiencing no loss of service. The result does not impede the operation of a system.||
||All environment types|
6.2. First Response and Subsequent Responses
First response means that Crate.io Support has analyzed the problem you reported, has performed initial analysis of your problem and will contact you with an indication of a remediation action for your problem, a request for additional information to better understand your problem or another relevant technical update to the case.
Crate.io Support will provide the first response to your Support Ticket according to the table below:
|Severity||Standard Support||Premium Support|
|S1||4 hour||1 hour|
|S2||8 Business Hours||4 Business Hours|
|S3||2 Business Days||2 Business Days|
|S4||5 Business Days||5 Business Days|
After the first response, Crate.io Support will work on each ticket according to its current severity towards resolution. Depending on their support level, customers can expect:
|Severity||Standard Support||Premium Support|
|S1||Continuous work during customer's business hours
Status updates twice every business day (*)
|Initial work/fix 24x7
Status updates according to first response time (*)
|S2||Daily status updates by end of business (**)||Status updates every 8 hours (*)|
|S3||Status update every 2 weeks (**)||Status update every 2 weeks (**)|
|S4||Status update every 4 weeks (**)||Status update every 4 weeks (**)|
(*) Or as agreed between Crate.io and the customer on a ticket-by-ticket basis.
(**) Or as relevant progress occurs.
6.3. Support Access Periods
Support access periods depend on the level of support acquired by the customer and on the registered location of the customer:
- 8x5: customers are entitled to support during business days and business hours only
- 24x7: customers are entitled to support at any moment of any day.
Customers have access to 8x5 or 24x7 support according to the table below:
|Standard Support||Premium Support|
|Support Access Period||8x5
(Business Days and
- Crate.io Business Days are Monday through Friday, except January 1 and December 25, for our customers worldwide.
- Crate.io Business Hours depend on customer location:
- 8 AM to 5 PM PST/PDT excluding US National Holidays (Pacific Standard Time) for customers headquartered in North, Central, and South America;
- 8 AM to 5 PM CET/CEST excluding National Holidays (Central European Time) for customers headquartered in Europe and all other countries beside North, Central and South America.
6.4. Solving Support Tickets
Crate.io Support follows an ITIL-like approach to solving Support Tickets, focused on customer value first. This means that we will focus on restoring service/value to the business, without forgetting the need to contribute to the continuous improvement of the service we deliver to customers.
After you open a Support Ticket, a support engineer will work with you to identify and resolve your issue. The resolution provided by Crate.io may include one or more of the following:
- A fix of the Crate.io Software,
- A mutually agreed upon Workaround,
- Another remedy, such as a reconfiguration of the Software.
We consider Support Tickets resolved if any of the following occurs:
- Your issue is fixed,
- Your issue is identified and 5 business days have passed since we provided you a resolution,
- The source of the issue lies with third-party software or hardware components. In this case, Crate.io will continue to help as deemed appropriate by Crate.io Support management as you work with the third party on resolution,
- You do not respond to a query or request from us for more than 5 business days,
- You choose not to pursue troubleshooting of the issue,
- It is not possible to obtain the elements needed for troubleshooting using reasonable effort.
For issues that reoccur you may open a new Support Ticket that refers to the previous one.
As a rule, Crate.io provides Support and Updates from its offices only. Remote assistance with internet-based conferencing tools is available and will be used only when deemed necessary by the support engineer and such use is requested by the Customer.
Crate.io Support works on support tickets according to their severity as follows:
- S1 and S2 severity cases are worked during the periods in which the customer is entitled to Support (8x5 or 24x7). For these cases, telephone / synchronous communication can be expected during those periods.
- S3 and S4 severity cases are worked Monday-Friday. For these cases, electronic/asynchronous communication can be expected.
When resolving a support ticket, the priority for Crate.io Support is removing the impact that an issue is having on customer activities. For that reason, Crate.io Support works with Customer in order to resolve a problem prioritizing workarounds or remedies such as reconfiguration of the Software. Production of fixes to Crate.io Software outside of a Monday-Friday period will only happen in association to an Urgent (S1) case, if no workaround or remedy such as reconfiguration of the Software is available, and if the End-Customer is entitled to 24x7 support.
6.5. Help Us Help You
You are expected to manage “First Line Support” services for all systems, services and Applications provided to your own users (L1). This customer-handled support shall be capable to provide direct responses to all requests raised by users regarding the Software, including issues relating to performance, functionality, configuration, and operation.
If, after reasonable commercial efforts, your own support is unable to diagnose or resolve problems or issues in the Software or Cloud/SaaS service, you may then contact Crate.io for “Second Line Support” (L2). You must use all commercially reasonable efforts to provide Crate.io with the necessary access and resources required (e.g. access to servers, copies of on-disk data stores, log files, insights into how you utilize Crate.io products or services etc.) to verify that observed issues originate in the Software or Service provided and for Crate.io being able to provide Second Level Support. Crate.io Support may escalate issues further to our product development teams (L3) for assistance if required and deemed necessary.
If access to your systems cannot be provided or issues cannot be replicated due to limited information provided, Crate.io will be unable to guarantee the quality of support and cannot be held accountable for delays in resolution.
To speed up the troubleshooting of your problems, be sure to include the below information in your communications:
- Customer Name: the owner of Crate.io product with the problem,
- The version of the Crate.io product you are using (if on-premise) or the URL to your database service / SaaS service you are referring to,
- The problem you are experiencing, and steps to reproduce the problem,
- What you think is the severity level of your problem, and why.
Be sure to accurately explain the problem you are experiencing so that our support engineers can help you solve your problem quickly. Also, make sure you are available in case our support engineers need your assistance for further troubleshooting:
|Severity||Availability Needs for the Customer|
7. Scope of Crate.io Support
Crate.io Support covers development and production issues for Crate.io Cloud / SaaS and on-premises deployments, covering situations such as (examples only):
- Troubleshooting issues with the Crate.io products (CrateDB, CrateDB Cloud),
- Troubleshooting well-defined situations where the documented, public APIs do not behave as documented,
- Issues with our consoles (such as the CrateDB Admin UI or the Cloud Console) and the use-cases supported by them (e.g. deployments, scaling/up down, managing security, performance monitoring),
- Troubleshooting operational or system-related problems with CrateDB Cloud / SaaS,
- Problems detected automated monitoring of Crate.io,
- Providing advice on database schema setup, best-practices for integration with our official database clients and generic questions on the products.
Crate.io Support does not include:
- Developing applications for the customer or answering questions on the customers application architecture,
- Debugging your applications,
- Analyzing and troubleshooting the performance of your applications or your infrastructure
- Analyzing and troubleshooting customizations made to supported components obtained from the Crate.io as samples which were modified by the customer,
- Analyzing and troubleshooting behaviors in non-Supported community-developed components obtained from the Crate.io
- Performing system administration tasks (including network tasks and troubleshooting networking issues) on on-premises installations.
Additionally, Crate.io shall have no obligation to support:
- Software installed on any hardware and/or interfaces that are not supported by Crate.io;
- Problems caused by Customer’s negligence, abuse or misapplication or use of the Software other than as specified in the Documentation, in the Licensing Information or other causes beyond the control of Crate.io.
The expected behavior and correct usage of Crate.io products are documented in our public documentation.
8. Software Updates
Software Updates are available to customers with a valid and active Subscription. Crate.io provides three types of Software Updates:
- Patches are maintenance updates that include defect fixes and, occasionally, minor new features
- Minor versions are evolutionary updates that introduce significant improvements and changes. They may include breaking changes, affecting existing applications depending on Crate.io products
- Major versions are used to deliver significant changes to the products of Crate.io. They may include breaking changes, affecting existing applications depending on Crate.io products.
CrateDB Cloud/SaaS customers will receive information on new software and are able to schedule minor/major software updates of their environments with Crate.io Support (see Maintenance). Crate.io takes care of installing new updates and versions in all environments. Customers only have to update their applications. When a version of the Crate.io software reaches the end of mainstream support, Crate.io will inform the affected customers and schedule the mandatory upgrades of the CrateDB Cloud / SaaS environments to a supported version.
Customers with on-premises environments are responsible for updating those environments and their applications. You can find the latest Software Updates via the common package managers or at https://crate.io/download. You may also request an Application Upgrade service from Crate.io or from one of our partners (fees are not included with your subscription).
You should plan your update carefully to have a minimal business impact. When a Software Update impacts existing applications, Crate.io will provide a technical note with update strategies as part of release notes. See https://crate.io/docs/crate/reference/en/latest/appendices/release-notes/
9. End of Support for Older Software Versions
Crate.io provides regular Support and Updates for each Software Version:
- For a minimum of 1 year from the original release date;
- As long as a valid Subscription exists, and
- Until Crate.io discontinues such Software version.
When a particular Software Version is discontinued, Crate.io is no longer able to release Updates to such version. Customers with a valid Subscription are still entitled to open Support Tickets for a Software Version that reached the end of mainstream support, but:
- Crate.io cannot guarantee a response within the defined SLA,
- Ticket resolutions will only include advice or workarounds (when available),
- When a fix is needed to resolve a ticket, Crate.io will only provide such fix in an Update for a currently supported version. In this situation, the customer will have to upgrade their platform to a version under mainstream support,
- Availability SLA for the Crate.io Cloud / SaaS is not guaranteed.