Cloud Support
ClickHouse provides Support Services for our ClickHouse Cloud users and customers. Our objective is a Support Services team that represents the ClickHouse product – unparalleled performance, ease of use, and exceptionally fast, high-quality results. For details, visit our Support Services page.
Login to the Cloud console and select Help -> Support from the menu options to open a new support case and view the status of your submitted cases.
Service level agreements ("SLA") 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
Customers can only log Severity 3 tickets for single replica services across tiers. The exception is for a service leveraging the compute-compute separation feature, where the parent service is running 3+ replicas.
You can also subscribe to our status page to get notified quickly about any incidents affecting our platform.
Please note that only Subscription Customers have a Service Level Agreement on Support Incidents. If you are not currently a ClickHouse Cloud user – while we will try to answer your question, we’d encourage you to go instead to one of our Community resources: