Support Overview

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    Couchbase Cloud 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 Cloud must have an associated Support Plan. There are multiple Support 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 Support Plan and a Support Time Zone for the cluster. The Support 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 Support Plan that comes with 24x7 support.

    Cluster Support Plan Levels

    Each Support 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 human support during a specific time window, and receive a lower guaranteed support response time.

    If a cluster is on a Support Plan that comes with 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 Support Plan, you can do so from the Billing page.

    Support Time Zones

    In addition to selecting a Support 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 Support Plan that comes with a support time window.

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

    Couchbase Cloud 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 Cloud Support staff.

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

    Log Handling

    Couchbase Cloud 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. Logs are collected at an interval of three hours, and are retained for 14 days. All logs are securely stored on the same connected cloud as the cluster, and are only shared with Couchbase when there is a support engagement.

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