Support
Intro background
Intro background

If you’re looking for a reason why Tarantool throws an error or doesn’t work, click the button

Technical support

Sometimes systems generate errors or fail to work for unclear reasons. If you are not an expert, it may take hours to find the solution, and it would be quite exhausting. Now you can rely on our technical support.

All issues will be resolved according to the approved SLA. Save your development resources, reduce risks, and accelerate delivery with a Tarantool technical support contract.

What you get

Advantage
Recommendations on restoring data based on the logs and error codes
Advantage
Response and resolution time SLAs
Advantage
Consultations on deployment and day-to-day operation

How Tarantool technical support works

1
Submit an issue ticket and specify the priority level of your request
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2
Get a workaround on the same day

Consultations on how Tarantool works as well as log and error reviews are performed on an issue ticket basis within the SLA. Standard terms of technical support apply to the current 2.x version and the 1.10 LTS version.

For versions older than 1.10, technical support costs are calculated individually and depend on the integrated technology and the amount of data.

Response time

Priority
Response
time
Workaround
within
Solution
within (max)
Critical
1 working hour
8 working hours
30 days
A Software component or function doesn’t work in the production environment, causing significant problems in the entire Software’s operation. Applications don’t work as expected, and it is impossible to complete a task without using the component or function.
High
1 working hour
16 working hours
90 days
A Software component doesn’t work as specified in the documentation. There is a workaround. The problem has a medium or minor impact on the entire process.
Normal
8 working hours
8 workdays
120 days
The problem concerns a Software component in a non-production environment—development, testing, etc. The problem blocks new business feature development or slows down the development process. The problem has affected and reduced the solution’s functionality, but the essential application functions remain available.
Low
8 working hours
16 workdays
120 days
The problem hasn’t reduced the solution’s functionality. It is an information query.
Priority
Critical
Response time
1 hour
(24/7)
Workaround within
8 hours
(24/7)
Solution within (max)
30 days
A Software component or function doesn’t work in the production environment, causing significant problems in the entire Software’s operation. Applications don’t work as expected, and it is impossible to complete a task without using the component or function.
High
Response time
1 hour
(24/7)
Workaround within
8 working
hours
Solution within (max)
90 days
A Software component doesn’t work as specified in the documentation. There is a workaround. The problem has a medium or minor impact on the entire process
Normal
Response time
8 working
hours
Workaround within
4 workdays
 
Solution within (max)
120 days
The problem concerns a Software component in a non-production environment—development, testing, etc. The problem blocks new business feature development or slows down the development process. The problem has affected and reduced the solution’s functionality, but the essential application functions remain available.
Low
Response time
8 working
hours
Workaround within
8 workdays
 
Solution within (max)
120 days
The problem hasn’t reduced the solution’s functionality. It is an information query.

Submit a request for continuous technical support

Ask Tarantool community members

You can ask Tarantool community members any questions. The Tarantool team and users share best practices and help you find solutions in real time in Telegram Chat.

Please give us the information about your project if you want to avoid such cases in future and you are ready to consider the terms of technical support.

Do you have a technical support contract?

Describe your issue

Please address your request to support@tarantool.io or call +7 (499) 350-97-03.

The request will be addressed according to the SLA terms.

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