Support Overview

      Couchbase Capella offers multiple levels of support on a per cluster basis.
      For instructions on how to request support, refer to Request Support.

      All clusters in Couchbase Capella must have an associated Service Plan — although, in the case of the free Self-Service trial, there support is provided on the Basic plan on a best-effort basis through the Couchbase forums. There are multiple Service Plans to choose from, each of which can be selected on a per cluster basis.

      During the process of deploying a cluster, you are required to select both a Service Plan and a Support Time Zone for the cluster. The plan that you select determines both the hourly price that you will be billed for that cluster, as well as the level of support that the cluster is entitled to. The Support Time Zone that you select determines when the time window for human support begins and ends for clusters that aren’t on a plan that comes with 24x7 support.

      Cluster Service Plan Levels

      Each Service Plan comes with entitlements to different levels of support. For example, clusters on the Enterprise Plan receive 24x7 human support and the fastest guaranteed support response time; whereas clusters on the Developer Pro plan receive a lower guaranteed support response time.

      Where there is a time window for human support (as opposed to 24x7 support), the time window begins and ends based on the cluster’s Support Time Zone.

      If you wish to upgrade or downgrade a cluster to a particular Service Plan, you can do so from the Billing page.

      See the Capella Support Policy page for full conditions on the following paid Service Plans:

      • Developer Pro Service Plan: Ideal for production-ready applications — with a 99.99% uptime SLA.

      • Enterprise Service Plan: Choose this for mission critical applications, covering all services with the fastest support response time.

      Support Time Zones

      In addition to selecting a Service Plan for each cluster, you will also select a Support Time Zone. The time zone that you select primarily affects clusters that are on a Service Plan that comes with a support time window.

      If a cluster’s Service Plan comes with a support time window of 9:00am - 5:00pm for P3 and P4 issues, then selecting Pacific Time for the Support Time Zone means that you can receive support for these issues, for that cluster, between 9:00am - 5:00pm PT (4:00pm - 12:00am GMT).

      Couchbase Capella makes available a select number of Support Time Zones to choose from. You should select the Support Time Zone that is most appropriate for each cluster — such as when cluster administrators are able to interact with Couchbase Capella Support staff.

      A database’s Support Time Zone is initially set when the database is created, but you can modify it at any time from the Billing page.

      Log Handling

      Couchbase Capella maintains a centralized log management system for the collection, storage, and analysis of log data. Logs include both infrastructure and Couchbase logs, and are used for health monitoring, troubleshooting, and security purposes.

      Internal alerts are configured on clusters to notify Couchbase Capella Support staff of any operational concerns. When you open a support ticket — or when an internal alert is created for the cluster — a full log collection is automatically triggered, with those logs being copied over from your cloud storage to a secure Couchbase Capella storage bucket for triage purposes. Logs are automatically purged from Couchbase’s storage after 90 days.