Connected Care Details
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This document provides detailed information about the Connected Care support services.
| Support plan | Basic | Developer | Enterprise | Premium |
|---|---|---|---|---|
| Features and Services | Great for personal starter projects, connecting you with an active community and AI-powered assistance for essential support needs. | Ideal for development and testing phases, offering direct connections and unlimited access to tech support, to kickstart your cloud journey. | Designed for production workloads, connecting your operations with advanced monitoring, prompt alerts, and fast 7x24 response times for a seamless experience. | Built for enterprises with mission-critical workloads, offering the fastest response times, proactive support, and dedicated connections through named Technical Account Managers. |
| Initial Response Time | - | S1: 4 business hours | S1: 1 hour | S1: 30 minutes |
| - | S2: 8 business hours | S2: 2 hours | S2: 1 hour | |
| - | S3: 12 business hours | S3: 8 business hours | S3: 4 business hours | |
| - | S4: 24 business hours | S4: 24 business hours | S4: 24 business hours | |
| Services | Billing and account support | Billing and account support | Billing and account support | Billing and account support |
| - | Ticket-based technical support | Ticket-based technical support | Ticket-based technical support | |
| - | End-to-end database guidance | End-to-end database guidance | End-to-end database guidance | |
| - | - | Connected: Clinic service for advanced monitoring | Connected: Clinic service for advanced monitoring | |
| - | - | Connected: AI chat in IM | Connected: AI chat in IM | |
| - | - | Connected: IM subscription for TiDB Cloud alerts | Connected: IM subscription for TiDB Cloud alerts | |
| - | - | Connected: IM ticket creation and update subscription | Connected: IM ticket creation and update subscription | |
| - | - | - | Connected: IM interaction for support tickets | |
| - | - | - | Technical Account Manager | |
| Customer Resources | Documentations | Documentations | Documentations | Documentations |
| FAQ | FAQ | FAQ | FAQ | |
| Community Workspace | Community Workspace | Community Workspace | Community Workspace | |
| TiDB.AI | TiDB.AI | TiDB.AI | TiDB.AI | |
| - | Knowledge Base | Knowledge Base | Knowledge Base |
- Business hours: 9 AM - 6 PM local time, Monday to Friday
- IM: Instant Message. Currently, Slack and Lark are supported. We are planning to support Microsoft Teams in the future.
- Clinic: a modern monitoring service that provides advanced monitoring and diagnostic capabilities for your TiDB Cloud clusters.
Connected Care Detailswas last updated 1/16/2025, 5:15:01 AM: fix TiDB Cloud Connected Care support services (#20017)