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Support Program

Trusted support services for your organization

Here at ClickHouse, best-in-class support comes with your Cloud subscription. Our Support Services team follows the same vision as our product, bringing you unparalleled performance, ease of use, and exceptionally fast, high-quality results. Read more in our blog.

New support case via

ClickHouse Cloud

Email us at

support@clickhouse.com

Please note that only Subscription or Cloud Trial customers have initial response time targets on support incidents. If you are not currently a ClickHouse Cloud customer – while we will try to answer your question, we’d encourage you to go instead to our community resources:

ClickHouse community Slack channel

ClickHouse Cloud support details

ClickHouse includes support services for all users and customers of ClickHouse Cloud. Our ClickHouse Support Services Policy can be found here.

	Trial	ClickHouse Cloud monthly "pay as you go" or annual
Learning	On-demand training included Docs	On-demand training included Docs
Support	Unlimited support cases Business day support only	Unlimited support cases 24x7 support for Sev-1 Business Day support for Sev-2 and Sev-3
Expert sessions	1 live expert session included for virtual consultative support guidance	Unlimited live expert sessions for virtual consultative support guidance
TAM Architect	Not available	Available as an additional purchase for Support
Professional services	ClickHouse Cloud consultancy packages available for purchase SOW available for purchase Virtual + additional T&E for onsite	ClickHouse Cloud consultancy packages available for purchase SOW available for purchase Virtual + additional T&E for onsite

Severity classification

Severity 1 ("Sev-1")
Critical business impact

A Severity Level 1 issue is a critical production error within the Software or ClickHouse Cloud that severely impacts the Customer's use of the Software or ClickHouse Cloud for production purposes, such as the loss of production data or where production systems are not functioning and no work-around exists. ClickHouse will respond to Severity Level 1 issues within one hour during Normal Business Hours, and implement continuous follow-the-sun case management during applicable Normal Business Hours to provide a workaround or resolution for any Level 1 issues as soon as is commercially reasonable.

Severity 2 ("Sev-2")
Major business impact

A Severity Level 2 issue is an error within the Software or ClickHouse Cloud where the Customer's system is functioning for production purposes but in a reduced capacity, such as a problem that is causing significant impact to portions of the Customer's business operations and productivity, or where the system is exposed to potential loss or interruption of service. ClickHouse will respond to Severity Level 2 issues within four hours during Normal Business Hours, and use reasonable efforts to provide a workaround or resolution for any Severity Level 2 issues.

Severity 3 ("Sev-3")
Minor business impact or general questions

A Severity Level 3 issue is a medium-to-low impact error that involves partial and/or non-critical loss of functionality for production purposes or development purposes, such as a problem that impairs some operations but allows the Customer's operations to continue to function. Errors for which there is limited or no loss or functionality or impact to the Customer's operation and for which there is an easy workaround qualify as Severity Level 3. General questions are also Severity Level 3 issues. ClickHouse will respond to Severity Level 3 issues within one Business Day during Normal Business Hours, and use reasonable efforts to provide a resolution for any Severity Level 3 issues in a subsequent release of the Software or ClickHouse Cloud, as applicable. All inbound production email cases shall have an initial status of Severity Level 3.

Initial response times

Classification of severity levels for issues reported and response times.

Severity level	Trial	Basic	Scale	Enterprise
Severity 1	Not available	Not available	1 hour 24x7	30 minute 24x7
Severity 2	Not available	Not available	4 business hours	2 business hours
Severity 3	1 business day	1 business day	1 business day	1 business day

(*) Business hours are Monday 00:00 UTC to Saturday 00:00 UTC

Support and escalation levels

Level 5 / L5

Escalation to ClickHouse Executive Leadership

Level 4 / L4

Escalation to ClickHouse Engineering or Cloud

Level 3 / L3

ClickHouse Support Services escalation status

Level 2 / L2

ClickHouse Support Services team first touch

Level 1 / L1

ClickHouse first-line team answering or routing new cases, inquiries, or questions

Our ClickHouse Support Services team is focused not only on your quick questions or break-fix issues, but also on your hardest questions such as how to define your schema, how to model your data, or how to migrate from a legacy system. Our Expert Sessions, included with our Support for all ClickHouse Cloud users, allows you to access our ClickHouse experts via a virtual consultative support question - please open a case to get started.

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