Maintenance and Support
Our Customer Support team is dedicated to provide fast, friendly and effective service. Our support engineers are experts in RaimaDB products and key related technologies. Fixes to issues encountered by any of our customers are continually collected and then added into patch releases of the product. These patches are provided to all customers so that they can avoid running into those known software problems. Our support engineers act as the customer’s single point of contact to coordinate support efforts with interaction from customer, third-party vendors and our Product Engineering teams.
We offer two different levels of support, customized to your needs of coverage window, response times and customer care benefits:
| Database Customer Services | STANDARD | PREMIUM | Named Contacts | One (1) | Up to five (5) |
|---|---|---|
| Number of Incidents | Unlimited | Unlimited |
| 24x7 |  | |
| Response time | 2 business days - low priority | 8 hrs. – low priority |
| 1 business day - high priority | 4 hrs. – high priority | |
| Dedicated engineer | No | |
| Patch Notification & Distribution | | |
| Updates (i.e. 16.0 to 16.1 – change to right of decimal point) | | |
| Upgrades (i.e. 16.0 to 17.0 – change to left of decimal point) | Discounted 25% | Discounted 50% |
| High-level Consultative Support Assistance | No | 20 hrs. per year |
Ready to get started?
Our team can help can you get started with our maintenance and support plans.
