Support FAQ

Who is eligible to receive Support?

Customers who have an active, paid subscription or who pay for on-demand use of SingleStore Helios and/or a SingleStore Helios self-hosted License are eligible to receive SingleStore Support during the subscription or License Term.

What are the different Support Tiers available?

Information on our SingleStore Support Tiers and the differences between them are listed on our Support page.

Existing customers may have Standard, Silver, or Platinum Support as defined in their SingleStore Agreement.

Can I upgrade my Support Tier?

Yes, please reach out to your Account Executive or contact team@singlestore.com to upgrade your Support Tier.

Where can I go for help if I do not have access to paid support?

1. SingleStore Forums. To ask questions and share knowledge with other members of the community, join our public forums at www.singlestore.com/forum. SingleStore employees will also monitor the forums during business hours in California.

2. Ask StackOverflow. We and other SingleStore Helios experts are active on the StackOverflow community. If you can’t find what you’re looking for in our documentation, just ask a question. Make sure to tag it with #singlestore!

When should I use SingleStore Support?

You may file a support ticket if you encounter the following:

• A SingleStore Helios workspace outage and you need help recovering

• A critical error that impedes your workload or use of SingleStore Helios

• An issue that you believe is caused by a product bug or deficiency

• Unexpected behavior that requires further explanation

• Questions on product functionality or you would like to file a feature request

How do I sign up for an account on SingleStore’s Support Portal?

1. Navigate to support.singlestore.com.

2. Click Sign In at the top of the page.

3. In the modal window, click the Sign up link to create a new account.

   

4. Fill in your information and click Sign Up.

   

   If successful, a confirmation message will direct you to check your email account for a welcome email with an account verification link. Check your junk/spam folder if you do not receive your welcome email within a few minutes.

   

5. After clicking on the verification link, you will be directed back to the support portal. Confirm your name and set a password for your account.

   

How do I file a support ticket?

1. Navigate to support.singlestore.com.

2. Click Sign In at the top of the page and enter your credentials.

3. After signing in, click Submit a Support Request at the top of the page.

4. Fill out the request form by following the guidelines in this FAQ. Also please indicate whether you are using SingleStore Helios or are running SingleStore Helios in a self-hosted environment.

5. After you have finished filling out the form, click Submit.

   You will see your current ticket and its replies, ticket ID for your communication with SingleStore Support, as well as the ability to add more information or additional CC email addresses.

What does each ticket severity level mean?

• P1 - Production Outage

  Use the Urgent priority when experiencing a severe problem preventing you from using your SingleStore Helios workspace or causing downtime to your production systems.

• P2 - Production workload impaired with no workaround

  Use the High priority when you are able to use the database, but performance is severely degraded or limited from normal expectations.

• P3 - Moderate impact with workaround

  Use the Normal priority when you are having a development/test workspace performance issue or outage, your non-production workload is impaired, or are experiencing some behavior with minimal business impact.

• P4 - General product questions, low impact issues

  Use the Low priority when you have general product questions, experience behavior you want to investigate further, or wish to submit a product feature request.

What should I include in my Support ticket?

1. Provide a detailed description of the issue and include all steps/actions which led you to the issue or error you have experienced. Error messages are helpful, but please also provide the actions you took when you encountered the error, if known.

2. Include screenshots if you believe they may be helpful to our support engineers.

3. Do not include passwords, login credentials or personally identifiable information.

How do I share files with SingleStore Support?

You may attach files as large as 20MB directly into the support ticket.

Please upload any files larger than 20 MB to a shared folder on services such as Google Drive, OneDrive or DropBox, and share the link with the support engineering team within your support ticket.

Additionally, customers may be granted FTP access to file share upon request. If this is the case, please use the credentials provided by the support engineer to upload necessary files.

When can I expect a response to my Support ticket?

Response time Service-Level Agreements (SLAs) for SingleStore Support vary based on your Support Tier and ticket severity level. Please refer to your SingleStore Agreement and our Support Terms and Conditions for details.

Why am I not getting emails from SingleStore Support?

Please ensure that the @memsql.com and @singlestore.com email domains are whitelisted as our ticketing system may use these domains for messaging.