Tabular offers customer support from the industry’s foremost Apache Iceberg experts.
Customers on our Starter plan rely on community support via a shared Slack channel which is monitored by Tabular personnel. Customers on Pro and Enterprise plans get 24 x 7 support directly from Tabular.
Pro and Enterprise plan customers get service level agreements (SLAs) for initial response and resolution, dependent on the severity of the issue, as specified below.
Professional services are available for specific needs such as platform migration or complex use cases.
Support levels
| Starter | Pro | Enterprise | |
|---|---|---|---|
| Support hours | As available | Business hours | 24 x 7 |
| Incident response time | |||
| Critical | 60 minutes | 60 minutes | |
| High | 120 minutes | 120 minutes | |
| Medium | 1 business day | 1 business day | |
| Low | 2 business days | 2 business days | |
| Support Slack channel | Shared | Dedicated | Dedicated |
| Support account management | Dedicated | Named, dedicated | |
| Proactive oversight | Yes | ||
| Reporting and operational reviews | Yes | ||
| Additional support services | Available | Available |
* Case severity definitions:
- Critical: Issue disrupts entire Tabular service or single critical production function; service is not available; or data integrity at risk.
- High: Issue causes a disruption of Tabular service but does not disrupt critical production functions, and no workaround is available.
- Medium: Issue causes a disruption of Tabular service but does not disrupt critical production functions, and a workaround is available until the problem is corrected.
- Low: request for assistance, information or services that are routine in nature.
Professional services
Professional services are available to support a customer’s specific needs from project-based requirements such as service onboarding and platform migration to ongoing fractional residencies.
For information on professional services, contact your Account Manager.