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DataStax Premium Support FAQ

Frequently asked questions about DataStax Premium Support, DataStax's added options to enhance your current version of subscription-based support.

Please contact PremiumSupport@datastax.com for more details or fill out this form and we'll be in touch to talk through your needs.

Premium Support consists of two add-on offerings available to enhance your existing DataStax support experience

There are two Premium offerings currently available:

  • Named Engineer
  • Technical Account Manager

Yes.

Premium Support can be added to any DataStax Luna subscription.

Support ComponentStandard SupportPremium - Named Engineer
Issue Coverage24x7 Follow the Sun Help Desk24x7 Follow the Sun Help Desk
Escalation24/7 Escalation Line24/7 Escalation Line
Ticket SLAsUrgent = 1 Hour, High = 4 hours\nNormal/Low = 24 hoursUrgent = 15 mins, High = 4 hours\nNormal/Low = 24 hours
Ticket HandlingStandard Support TeamNamed Primary and Backup Premium Engineers\n(Max 5 tickets per month)
Root Cause AnalysisLimited, std support is geared towards a break / fix engagementComprehensive Analysis by Highly Skilled Engineers
Monthly CostIncluded with SW SubscriptionAdd-on cost

Support ComponentStandard SupportPremium - Technical Account Manager
Issue Coverage24x7 Follow the Sun Help Desk24x7 Follow the Sun Help Desk
Escalation24/7 Escalation Line24/7 Escalation Line
Ticket SLAsUrgent = 1 hour, High = 4 hours\nNormal/Low = 24 hoursUrgent = 15 minutes, High = 4 hours\nNormal/Low = 24 hours
Ticket HandlingStandard Support TeamStandard Support Team
Root Cause AnalysisLimited, std support is geared towards a break / fix engagementComprehensive Analysis by Highly Skilled Engineers
Review MeetingsN/AMonthly, with Action Tracking and Trend Analysis
On Site VisitsN/AQuarterly
Cluster Health AssessmentsN/AQuarterly
TAM Directed RemediationN/A4 Days/Quarter
ScopeN/AMaximum of 3 clusters
Monthly CostIncluded with SW SubscriptionAdd-on cost

Support ComponentDataStax Luna SupportDataStax Enterprise SupportDataStax Premium Named EngineerDataStax Premium Technical Account Manager
Issue Coverage24x7 or 8x524x7 Follow the Sun Help Desk24x7 Follow the Sun Help Desk24x7 Follow the Sun Help Desk
Escalation24/7 Escalation Line24/7 Escalation Line24/7 Escalation Line24/7 Escalation Line
Ticket SLAsUrgent = 1 Hour, High = 4 hours\nNormal/Low = 24 hoursUrgent = 1 Hour, High = 4 hours\nNormal/Low = 24 hoursUrgent = 15 mins, High = 4 hours\nNormal/Low = 24 hoursUrgent = 15 minutes, High = 4 hours\nNormal/Low = 24 hours
Ticket HandlingStd Support TeamStd Support TeamNamed Primary and Backup Premium Engineers (Max 5 tickets/month)Std Support Team
Root Cause AnalysisLimited, std support is geared towards a break / fix engagementLimited, std support is geared towards a break / fix engagementComprehensive Analysis by Highly Skilled EngineersComprehensive Analysis by Highly Skilled Engineers
Review MeetingsN/AN/AN/AMonthly, with Action Tracking and Trend Analysis
On-Site VisitsN/AN/AN/AQuarterly
Cluster Health AssessmentsN/AN/AN/AQuarterly
TAM Directed RemediationN/AN/AN/A4 Days/Quarter
Monthly CostIncluded with Luna subscriptionIncluded with SW subscriptionAdd-on CostAdd-on Cost

Yes.

You can combine add-on options to meet your business needs. The choice is entirely up to you.

Typical Premium subscriptions are annual.

Contact PremiumSupport@datastax.com and a member of the DataStax Support Leadership team will reach out to you to discuss possible alternatives.

Contact Us

If you feel your support requirements go beyond our standard packages, please send a message to PremiumSupport@datastax.com or fill out the form here and we'll be in touch to discuss your needs.

Contact Us