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Our support goes well beyond what you might have experienced with other providers. We partner closely with our customers whether they are launching a AAA game or planning brand new architecture. Even with the Standard tier, you can expect timely, and thorough responses from engineers. We also have an active Discord server where you can chat with staff as well as a GitHub Discussion board. If you’re looking into Vitess or already running it on your own, the security of knowing you have a direct line to the core maintainers and co-creators of Vitess is invaluable. PlanetScale believes all our users, from those running small databases to those running large, mission-critical workloads, deserve to get the help they need. We are committed to providing the following support options.

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Standard

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Business

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Enterprise

  • Available upgrade for Enterprise Plan customers
  • Enhanced email and web ticketing support
  • Additional options for technical account management, Slack-based support, and phone escalation
  • Mission-critical response times including continuous support coverage
  • Enterprise Response Times
Contact our sales team for Business and Enterprise support pricing.

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Initial response times

Tickets must be submitted through web ticketing to be eligible for response times.12x5 means from 6am to 6pm Pacific Standard Time (UTC -8), Monday through Friday, excluding public holidays in the United States.Standard support includes a target first response time of 2 business days.

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Ticket priorities

P1 (Urgent) and P2 (High) priority tickets are reserved exclusively for production database issues, excepting confirmed security incidents. Development, staging, or non-production environments should use P3 (Normal) or P4 (Low) priority levels.
PlanetScale Support has the ability to update a ticket’s priority if it does not generally match these guidelines.

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Need help?

Get help from the PlanetScale Support team, or join our Discord community to see how others are using PlanetScale.