Choose the Right BYOC Support Plan
Compare Dev, Enterprise, and Premium support for your Altinity BYOC ClickHouse® deployment.
| Services and Deliverables | Dev | Enterprise | Premium |
|---|---|---|---|
| Problem Reporting and Inquiries | Unlimited | Unlimited | Unlimited |
| Support Hours | 9 AM–5 PM | 24/7 | 24/7 |
| Guaranteed SLA | |||
| Support Portal Access | |||
| Shared Slack Channel | |||
| DBA Advice Schema design, query tuning, and performance | |||
| Client Library Support Help with application connectivity, client configuration, and APIs | |||
| Application Design Advice | |||
| Technical Account Manager | Yes, for ACV* over $30K | Yes | |
| P1 System Down SLA | Next business day | 4 Hours | 1 Hour |
| Bug Fixes for ClickHouse When work commences | Yes, start within a week | Yes, start next day | Yes, start in 4 hours |
| Emergency Hot Patches | P1** Only | P1 & P2 | |
| 24/7 Phone and Screen Sharing | By appointment | P1 or by appointment | Upon request |
| System Audits | Up to 2/year by request | Upon request | |
| Open-Ended Request Technical Assistance Such as reviewing a server to find problems |
Frequently Asked Questions
Premium is best suited for mission-critical deployments of ClickHouse clusters that require the best level of support over the phone and web with the fastest response times, hands-on consultant assistance, and Level 3 support.
Enterprise is best suited for production deployments of ClickHouse clusters when priority case handling is required. It includes faster response times to critical incidents, consultant performance advice, and phone support for critical production issues.
Dev is best suited for development, testing, and non-production ClickHouse environments that need reliable business-hours support, access to technical guidance, and assistance with configuration, troubleshooting, and application design.
A Technical Account Manager serves as your primary point of contact, helping you plan upgrades, coordinate support activities, review your deployment, and ensure you’re getting the most value from your ClickHouse environment. Premium customers receive a dedicated TAM, while Enterprise customers receive one for annual contract values over $30,000.