Customer Support policy

Updated June 13, 2026

Table of Contents

1. Overview
2. Products Covered
   2.1 ClusterControl — Database Management Platform
   2.2 CCX — DBaaS Platform for ISPs, MSPs, and CSPs
   2.3 CCX Cloud — Fully-managed, highly available cloud DBaaS
   2.4 Kubernetes Operator Support Boundaries
3. Support Tiers
   3.1 Community Tier (Community Edition & Advanced Self-Serve)
   3.2 Advanced Tier
   3.3 Enterprise Tier
   3.4 Tier Comparison Matrix
4. Severity Definitions and Response SLAs
   4.1 Severity Level Definitions
   4.2 Response Time SLA by Tier
5. Support Scope
6. Contacting Support
   6.1 Submitting a Support Case (Advanced & Enterprise)
   6.2 Case Resolution
   6.3 Escalation
   6.4 Feature Requests
   6.5 Professional Communication
7. Product Lifecycle
8. Out-of-Scope Services (Professional Services)
9. Customer Responsibilities
10. Exclusions and Limitations
11. Contacts

1. Overview

This Customer Support Policy defines the support services, coverage tiers, engagement procedures, severity classifications, and response time objectives provided by Severalnines AB for its database management products. It applies to all customers holding a valid subscription, support contract, or evaluation license.

Solution design, architecture review, performance analysis, and product training are outside the scope of standard support and are available separately under a Professional Services Agreement (PSA).

2. Products Covered

This policy applies to the following Severalnines products. Each product serves a distinct audience with specific support considerations.

2.1  ClusterControl — Database Management Platform

ClusterControl is an on-premises database cluster management platform targeting database administrators and DevOps teams. It provides automated deployment, monitoring, backup, failover, and management for open-source and proprietary databases including MySQL, MariaDB, PostgreSQL, TimescaleDB, MongoDB, SQL Server, Redis, Valkey and Elasticsearch.

Support for ClusterControl covers the application suite installed by ClusterControl installer script, namely – ClusterControl Controller (CMON), ClusterControl UI, ClusterControl CLI (s9s), ClusterControl Proxy (cmon-proxy), ClusterControl Kubernetes Proxy (kuber-proxy), ClusterControl Web SSH (cmon-ssh), ClusterControl Cloud integration (cmon-cloud and cmon-clud), ClusterControl Notification (cmon-events), ClusterControl Agent (cmnd).

ClusterControl fully supports database clusters deployed in Kubernetes (K8s) environments and managed via the ClusterControl Kubernetes Proxy. For hybrid estates that span traditional and containerized deployments, consult the detailed guidelines regarding operator-specific support. These operator-specific support boundaries, including the scope of support for third-party operators and custom configurations within Kubernetes, are outlined in section 2.4 Kubernetes Operator Support Boundaries.

2.2  CCX — DBaaS Platform for ISPs, MSPs, and CSPs

CCX is a cloud-native Database-as-a-Service platform designed for Internet Service Providers, Managed Service Providers, and Cloud Service Providers. It enables providers to offer fully managed, highly available database services to their own end customers.

2.3  CCX Cloud — Fully-managed, highly available cloud DBaaS

CCX Cloud is a fully managed Database-as-a-Service (DBaaS) platform provided by Severalnines to simplify the deployment, operation, and scaling of open-source databases in cloud and hybrid environments. Built for enterprises, service providers, and modern application teams, the platform delivers highly available database clusters with automated provisioning, failover, backups, monitoring, and lifecycle management.

The platform supports popular open-source database technologies such as PostgreSQL, MySQL, MariaDB, and Redis-compatible solutions, giving customers the flexibility to run production-grade databases without vendor lock-in. CCX Cloud provides built-in observability, disaster recovery capabilities, scaling options, and security controls that help organizations meet performance, compliance, and sovereignty requirements.

2.4  Kubernetes Operator Support Boundaries

ClusterControl provides database lifecycle and Day 2 operations management for database clusters deployed in Kubernetes environments using the ClusterControl Kubernetes Proxy (kuber-proxy). This ensures a consistent operations layer across hybrid estates, unifying management of databases on virtual machines and containerized deployments.

Supported Scope:

Support for Kubernetes deployments is generally available (GA) and covers the following areas:

• Support for Kubernetes deployments is generally available (GA) and covers the following areas:
• Supported Operators: ClusterControl currently supports managing MySQL/Percona XtraDB clusters deployed via the MOCO operator and PostgreSQL clusters deployed via the cloudnative-pg operator.
• Operations Management:
  o Deploying and managing the lifecycle of supported database operators.
  o Centralized backup management, including defining placement, schedules, and facilitating restoration.
  o Resource and database configuration template management.
  o Monitoring and troubleshooting, including retrieving and viewing logs from K8s pods.
  o Integration with declarative tools (e.g., Argo CD) for GitOps workflows.
• GitOps Boundaries: ClusterControl supports GitOps for operator lifecycle and day-2 operations workflows via the ClusterControl UI/CLI. The following limitations apply:
  o Included: GitOps manages agent connection, operator lifecycle, and standardized database operations.
  o Excluded: Direct GitOps-based database cluster bootstrap (initial cluster deployment from a Git repository) is currently a roadmap item and not yet supported. All initial cluster deployments must be initiated via the ClusterControl UI/CLI, which then manages the operator configuration files.

Out-of-Scope Activities:

• Support for custom, non-certified, or third-party Kubernetes operators beyond MOCO and cloudnative-pg.
• Troubleshooting general Kubernetes infrastructure issues (e.g., CNI, storage, cluster networking, or problems arising outside the ClusterControl/Operator layer). These are subject to the general exclusions defined in Section 10.
• Customizing or debugging the underlying source code of third-party operators.

3. Support Tiers

Support tiers are tied to the product license. The applicable tier is determined by the license edition purchased. The three tiers are summarized below.

3.1  Community Tier (Community Edition & Advanced Self-Serve)

Customers using the free Community Edition or the Advanced Self-Serve license receive community-level support only. Support is provided through the Severalnines Community Forums and public documentation on a best-effort basis. No response time guarantees or SLAs apply.

• Community Edition: Free forever; includes deploy/monitor and performance advisors.
• Advanced Self-Serve: Monthly pay-as-you-go (from €250/node/month); all Advanced features; limited to 2–5 nodes; community support only.
• No ticket-based support cases can be raised under Community or Self-Serve licenses.
• No screen sharing sessions available under this tier.
• No custom builds available under this tier.

3.2  Advanced Tier

Customers with an Advanced license receive business-hours ticket support via web and email. This tier is intended for production deployments where business-hours coverage is sufficient.

• Support access: Web portal and email during standard business hours.
• 12 support incidents included per contract year. Additional incidents may be purchased as an optional add-on.
• Response time target: 1 business day for all severities.
• Screen sharing sessions: Not included. Not available under this tier.
• Custom builds: Not available under this tier.
• Out-of-hours support: Not available; incidents initiated outside business hours are queued for the next business day.

3.3  Enterprise Tier

ClusterControl customers with an Enterprise license, as well as CCX Cloud customers, receive the highest level of support, including 24×7 coverage, screen sharing, and access to custom builds.

Enterprise evaluation (trial) licenses may receive Enterprise-level support only where expressly agreed.

• Support access: Web portal and email.
• 24×7 support coverage for all severity levels.
• Unlimited support incidents.
• Response time: 2 hours for SEV-1 (see Section 4 for full SLA matrix).
• Screen sharing and live support sessions: Included with unlimited duration for SEV-1 severity level. For SEV-2, SEV-3, and SEV-4, screen-sharing sessions are available during business hours and are limited to two hours per session. Out-of-hours screen-sharing for SEV-2, SEV-3, or SEV-4 may be provided at Severalnines’ discretion and is billable at USD 250/hour, billed in 30-minute increments, with a minimum charge of 30 minutes per engagement session. Sessions are conducted using a mutually agreed-upon tool and limited to the scope of the active support ticket.
• Custom builds: Available only for SEV-1 issues and crashing bugs. Requests for custom builds must be submitted via the Customer Portal and are evaluated by the Severalnines engineering team. Custom build timelines are agreed on a case-by-case basis.
• Remote login access: Available upon mutual agreement for hands-on troubleshooting sessions.
• Remote login/screen sharing requires explicit customer authorization, least privilege access, auditability. Severalnines assumes no responsibility for credentials shared insecurely.

3.4  Tier Comparison Matrix

✓ = Included    – = Not available

4. Severity Definitions and Response SLAs

All support requests must be classified by severity at the time of submission. Severity determines response time, escalation path, and the applicable handling procedure. Customers and Severalnines engineers will discuss and agree on the severity level; adjustments may be made by mutual consent as conditions evolve.

4.1 Severity Level Definitions

4.2  Response Time SLA by Tier

The table below shows initial response time targets. For active SEV-1 incidents, Severalnines will provide periodic updates until resolution, workaround, or severity downgrade.

SLA clock pauses while waiting for customer input, access, logs, third-party vendor response, or scheduled maintenance windows.

5. Support Scope

The following matrix defines what is and is not included in standard support across all tiers. Activities outside the supported scope may be available under a Professional Services Agreement.

✓ = Supported    – = Not available at this tier    N/S = Not supported at any tier    PSA = Available under Professional Services Agreement

6. Contacting Support

Support requests must be submitted by designated case administrators with the appropriate system access and technical knowledge to work with Severalnines engineers. Community and Self-Serve license holders may not open ticket-based cases and should use the community forums (unless instructed otherwise).

When opening a case, be prepared to provide:

• Your name, organization, and business email address
• Product name, version, and any recent patches or updates applied
• Severity classification and a clear description of the issue and its business impact
• Exact text of error messages, relevant log excerpts, and steps to reproduce the issue
• Any workarounds attempted and their outcome

6.1  Submitting a Support Case (Advanced & Enterprise)

Cases are submitted via the Severalnines Support Portal. ¹ Upon submission, you will receive an email confirmation with a unique case number. Cases can be tracked and updated through the portal at any time. Only use the organization email address when submitting a case.

¹  https://support.severalnines.com

6.2  Case Resolution

Severalnines will make two contact attempts on separate business days when awaiting customer input on an open case. If contact cannot be established, the case may be closed. If the issue persists, a new case may be opened referencing the prior case number. Resolution may include:

• A software fix or patch (case closed)
• A permanent or temporary workaround (case closed or severity reduced)
• An action plan with milestones for fix or workaround development
• Confirmation that the issue is outside support scope (customer notified, case closed)

6.3  Escalation

If at any point you are dissatisfied with the handling of a case, you may request escalation by reaching out to the account manager. Escalated cases are reviewed by a senior support engineer or support manager.

6.4  Feature Requests

Feature requests should be submitted via the Severalnines Community Forums² (for Community and Self-Serve tiers) or through Severalnines Support Portal¹ (Advanced and Enterprise). Requests are evaluated based on user demand, business value, and technical feasibility. Severalnines cannot guarantee implementation of all requests.

¹  https://support.severalnines.com
²  https://support.severalnines.com/hc/en-us/community/topics/200447603-Feature-Requests

6.5  Professional Communication

Severalnines is committed to professional and respectful support interactions. Customers are expected to engage courteously with support engineers. Severalnines reserves the right to limit or suspend support engagement where conduct is abusive, threatening, or disruptive.

7. Product Lifecycle

The level of support provided depends on the lifecycle phase of the specific product version in use. Customers are encouraged to run current releases to benefit from full coverage, active bug fixes, and security patches.

8. Out-of-Scope Services (Professional Services)

The following activities are explicitly outside the scope of standard support but are available separately through a Professional Services Agreement (PSA). To initiate a PSA engagement, contact your account manager at [email protected]. 

9. Customer Responsibilities

To ensure efficient support engagements and accurate SLA measurement, customers are expected to:

• Accurately classify the severity level of support requests at the time of submission.
• Designate case administrators with sufficient technical knowledge and system access to facilitate troubleshooting.
• Respond promptly to engineer requests during active support engagements.
• Maintain production environments on supported product versions to remain eligible for full support coverage.
• For CCX providers: manage first-line communication with end customers and coordinate any Severalnines involvement as described in Section 2.2.
• Advanced tier customers: monitor incident consumption across the contract year and arrange additional incident packs in advance if required.

10. Exclusions and Limitations

• Issues caused by third-party software, hardware, cloud provider outages, or customer network infrastructure are outside scope. Severalnines may assist in isolating such issues but is not responsible for their resolution.
• Severalnines does not guarantee zero data loss during recovery operations.
• Split-brain scenarios are resolved exclusively through node rebuilding. Manual split-brain resolution is not supported.
• Manual partial backup restores are not supported under any support tier.
• Custom script development, debugging, or maintenance is outside the scope of standard support. Only official API endpoints and CLI commands are supported.
• Advanced Self-Serve license: incidents are not available. Community forums are the sole support channel.

11. Contacts

For support inquiries, use the appropriate channel based on your license tier. Always include your Support ID and case number (if applicable) when contacting support.

By engaging support services under any paid Severalnines license, the customer acknowledges and agrees to the terms defined in this policy. This document supersedes any prior verbal or written understandings regarding support scope and procedures.