What is DataStax Premium 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

Can I enhance my DataStax Luna subscription with DataStax Premium Support?

Yes.

Premium Support can be added to any DataStax Luna subscription.

What is included in the Premium Support - Named Engineer option?

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

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
(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

What is included in the Premium Support - Technical Account Manager option?

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

Normal/Low = 24 hours

Urgent = 1 Hour, 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

Do you have any examples of what the TAM does and how program remediation days can be used?

Customer Request
Technical Account Manager
Program Remediation Days

Troubleshooting Performance Issues

Identify performance issues via quarterly cluster health assessments and then leveraging expertise to identify solutions to resolve identified issues

Conduct deeper investigation and/or to work with customer to implement identified application changes

Upgrade Production Cluster

Build an upgrade plan based upon requirements and experience with other large enterprises

Assist with testing and implementation of upgrades

Perform Stress Testing of new application release

Guide troubleshooting of the packaged stress testing tools and provide advice on stress workloads

Accurately model the new application use case and perform detailed testing

Correct Data Model Issues identified in Production

Identify data model issues via quarterly cluster health assessments

Work with the application team to design potential solutions to the identified issue

Implement Security Recommendations

Provide a set of recommendations and steps to implement security based upon best practices and experience with other large enterprises

Work with the operational team to implement agreed to recommendations

What are the differences between all of the DataStax technical support offerings?

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 = 1 Hour, High = 4 hours

Normal/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

Can I combine DataStax Premium Support options?

Yes.

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

How long is the Premium subscription period?

Typical Premium subscriptions are annual.

If my support needs are different than what you currently offer, what should I do?

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

Can I talk to someone to get more information?

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

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.

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