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.
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:
Yes.
Premium Support can be added to any DataStax Luna subscription.
Support
|
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 Normal/Low = 24 hours |
Urgent = 15 mins, High = 4 hours Normal/Low = 24 hours |
|
Ticket Handling |
Standard Support Team |
Named Primary and Backup Premium Engineers |
|
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
|
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 Normal/Low = 24 hours |
Urgent = 15 minutes, High = 4 hours Normal/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 Normal/Low = 24 hours |
Urgent = 1 Hour, High = 4 hours Normal/Low = 24 hours |
Urgent = 15 mins, High = 4 hours Normal/Low = 24 hours |
Urgent = 15 minutes, High = 4 hours Normal/Low = 24 hours |
|
Ticket Handling |
Std Support Team |
Std Support Team |
Named Primary and Backup Premium Engineers |
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.
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.