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For our customers using our managed cloud services

	Cloud Basic Support Always included	Cloud Production Support Recommended
Overview	Level of support included with all Timescale trials and subscriptions. It covers support tickets via email during business hours with a 1 business day target response time, as well as direct assistance for general questions and best practices.	Focused on keeping production workloads operational, providing on-call assistance for critical applications. It gives you 24x7 coverage for severe incidents, with 1h target response times for issues involving a production database down.
Hours of coverage	Mon-Fri, 9AM-5PM ET	24x7 for Severity 1-2 issues 9AM-5PM ET for Severity 3 issues
Target response times	1 business day	1 hour for Sev. 1 (critical) issues 4 hours for Sev. 2 (high) issues 1 business day for Sev. 3 (moderate) issues
Support channel	Email	Email + Support Portal
Pricing	Always included at no extra cost	Annual subscription

For specifics about paid offerings, please see our and

To help you run TimescaleDB databases in your own infrastructure

For specifics about paid offerings, please see our and

Shane O’Donnell, IoT Data Architect, CREE

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