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 (via Slack or Zoom) | Connected: IM subscription for TiDB Cloud alerts (via Slack or Zoom) | |
| - | - | Connected: IM ticket creation and update subscription (via Slack or Lark) | Connected: IM ticket creation and update subscription (via Slack or Lark) | |
| - | - | - | Connected: IM interaction for support tickets (via Slack or Lark) | |
| - | - | - | Technical Account Manager | |
| Customer Resources | Documentation | Documentation | Documentation | Documentation |
| FAQs | FAQs | FAQs | FAQs | |
| Community (Slack or Discord) | Community (Slack or Discord) | Community (Slack or Discord) | Community (Slack or Discord) | |
| TiDB.AI | TiDB.AI | TiDB.AI | TiDB.AI | |
| - | Knowledge Base | Knowledge Base | Knowledge Base |