Support services

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Notice: EDB will no longer offer the Hosted Cloud Service option for new customers. However, support will remain available for existing customers of the EDB Hosted plan. The associated documentation topics will soon be removed, and updates regarding the removal process will be shared as they become available. The 'Your Cloud Account' option will continue to be available.

If you have problems with Cloud Service, you have several options to get help from EDB's Support team. If you have a Cloud Service account, you can go directly to the Support portal or the Console to open a Support case, or you can leave Support a message using the Support Case widget.

If you can’t log in to your account or are having issues using the widget, send us an email at techsupport@enterprisedb.com.

Case severity level

Level	Description
Severity 1	The cloud service is down, or there's an error with critical impact on your production environment. Covers urgent problems including database service outage, data loss, and cluster provisioning failure.
Severity 2	There's a cloud service error or an issue significantly impacting your production environment. The system is functioning but in a severely reduced capacity. Covers problems including database service interruption and backup failures.
Severity 3	There's an error or issue that doesn't have a significant impact on your production environment. Covers problems including API issues, monitoring metrics, and logging issues.
Severity 4	General questions, inquiries, or nontechnical requests.

Best practices

Have at least two account owners assigned to your Cloud Service and cloud service provider accounts.
Add techsupport@enterprisedb.com to your email allowed list to avoid missing emails from the Cloud Service Support team.

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