Please contact PremiumSupport@datastax.com for more details or fill out this form and we'll be in touch to talk through your needs.
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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.
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 Component | Standard Support | Premium - Named Engineer |
|---|---|---|
| Issue Coverage | 24x7 Follow the Sun Help Desk | 24x7 Follow the Sun Help Desk |
| Escalation | 24/7 Escalation Line | 24/7 Escalation Line |
| Ticket SLAs | Urgent = 1 Hour, High = 4 hours\nNormal/Low = 24 hours | Urgent = 15 mins, High = 4 hours\nNormal/Low = 24 hours |
| Ticket Handling | Standard Support Team | Named Primary and Backup Premium Engineers\n(Max 5 tickets per month) |
| Root Cause Analysis | Limited, std support is geared towards a break / fix engagement | Comprehensive Analysis by Highly Skilled Engineers |
| Monthly Cost | Included with SW Subscription | Add-on cost |
| Support Component | Standard Support | Premium - Technical Account Manager |
|---|---|---|
| Issue Coverage | 24x7 Follow the Sun Help Desk | 24x7 Follow the Sun Help Desk |
| Escalation | 24/7 Escalation Line | 24/7 Escalation Line |
| Ticket SLAs | Urgent = 1 hour, High = 4 hours\nNormal/Low = 24 hours | Urgent = 15 minutes, High = 4 hours\nNormal/Low = 24 hours |
| Ticket Handling | Standard Support Team | Standard Support Team |
| Root Cause Analysis | Limited, std support is geared towards a break / fix engagement | Comprehensive Analysis by Highly Skilled Engineers |
| Review Meetings | N/A | Monthly, with Action Tracking and Trend Analysis |
| On Site Visits | N/A | Quarterly |
| Cluster Health Assessments | N/A | Quarterly |
| TAM Directed Remediation | N/A | 4 Days/Quarter |
| Scope | N/A | Maximum of 3 clusters |
| Monthly Cost | Included with SW Subscription | Add-on cost |
| Support Component | DataStax Luna Support | DataStax Enterprise Support | DataStax Premium Named Engineer | DataStax Premium Technical Account Manager |
|---|---|---|---|---|
| Issue Coverage | 24x7 or 8x5 | 24x7 Follow the Sun Help Desk | 24x7 Follow the Sun Help Desk | 24x7 Follow the Sun Help Desk |
| Escalation | 24/7 Escalation Line | 24/7 Escalation Line | 24/7 Escalation Line | 24/7 Escalation Line |
| Ticket SLAs | Urgent = 1 Hour, High = 4 hours\nNormal/Low = 24 hours | Urgent = 1 Hour, High = 4 hours\nNormal/Low = 24 hours | Urgent = 15 mins, High = 4 hours\nNormal/Low = 24 hours | Urgent = 15 minutes, High = 4 hours\nNormal/Low = 24 hours |
| Ticket Handling | Std Support Team | Std Support Team | Named Primary and Backup Premium Engineers (Max 5 tickets/month) | Std Support Team |
| Root Cause Analysis | Limited, std support is geared towards a break / fix engagement | Limited, std support is geared towards a break / fix engagement | Comprehensive Analysis by Highly Skilled Engineers | Comprehensive Analysis by Highly Skilled Engineers |
| Review Meetings | N/A | N/A | N/A | Monthly, with Action Tracking and Trend Analysis |
| On-Site Visits | N/A | N/A | N/A | Quarterly |
| Cluster Health Assessments | N/A | N/A | N/A | Quarterly |
| TAM Directed Remediation | N/A | N/A | N/A | 4 Days/Quarter |
| Monthly Cost | Included with Luna subscription | Included with SW subscription | Add-on Cost | Add-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.