Connected Care Overview
As customers of all sizes continue to scale use cases and operations on TiDB Cloud, TiDB Cloud is committed to re-imagining its support services to accommodate their evolving needs. To deliver even greater value and seamless experiences, TiDB Cloud is excited to announce the launch of the new support services, Connected Care, on Feb 17, 2025.
As part of this transition, the current support plan offerings are no longer available for purchase and are classified as legacy support plans starting from Feb 17, 2025. However, TiDB Cloud continues to provide full support to customers subscribing to legacy plans until their respective retirement dates.
To ensure a smooth transition and access to the latest features, TiDB Cloud encourages customers to transition and adopt the Connected Care services.
Connected Care
The Connected Care services are designed to strengthen your connection with TiDB Cloud through modern communication tools, proactive support, and advanced AI capabilities, delivering a seamless and customer-centric experience.
In the Connected Care services, there are four support plans: Basic, Developer (corresponding to the legacy Standard plan), Enterprise, and Premium.
The following table provides an overview for each support plan in the Connected Care services. For more information, see Connected Care Details.
| Support plan | Basic | Developer | Enterprise | Premium |
|---|---|---|---|---|
| Recommended workloads | Personal or starter projects | Workloads under development | Workloads under production | Business-critical workloads in production |
| Billing and account support | ✔ | ✔ | ✔ | ✔ |
| Technical support | - | ✔ | ✔ | ✔ |
| Initial response time | - | Business hours | 7x24 | 7x24 |
| Connected: Clinic service | - | - | ✔ | ✔ |
| Connected: AI chat in IM | - | - | ✔ | ✔ |
| Connected: IM subscription for TiDB Cloud alerts (Slack, Zoom) | - | - | ✔ | ✔ |
| Connected: IM ticket creation and update subscription (Slack, Lark) | - | - | ✔ | ✔ |
| Connected: IM interaction for support tickets (Slack, Lark) | - | - | - | ✔ |
| Technical Account Manager | - | - | - | ✔ |
Differences between legacy support services and Connected Care support services
The support plans in the Connected Care services introduce a completely new set of features as follows:
Connected: Clinic service
This feature offers an advanced monitoring and diagnostic service, Clinic, designed to help you quickly identify performance issues, optimize your database, and enhance overall performance with detailed analysis and actionable insights. For more information, see Connected: Clinic Service.
Connected: AI chat in IM
This feature enables you to chat with an AI assistant through an instant message (IM) tool to receive immediate answers to your questions. For more information, see Connected: AI chat in IM.
Connected: IM subscription for TiDB Cloud alerts
This feature provides you with an easy way to subscribe to alert notifications via an IM tool, keeping you informed about critical updates. For more information, see Subscribe via Slack and Subscribe via Zoom.
Connected: IM ticket creation and update subscription
This feature enables you to create a support ticket and subscribe to your support ticket updates through an IM tool. For more information, see Create Tickets and Subscribe to Ticket Updates via Slack and Create Tickets and Subscribe to Ticket Updates via Lark.
Connected: IM interaction for support tickets
This feature enables you to quickly create and interact with support tickets through an IM tool for streamlined communication. For more information, see Interact with Support Tickets via Slack and Interact with Support Tickets via Lark.
With these new features, the Connected Care services offer you better connectivity, more personalized support, and cost-effective solutions for different customer needs.
New Enterprise and Premium plans: connect customers with modern communication tools and advanced AI capabilities through advanced monitoring service in Clinic, IM subscription for TiDB Cloud alerts, IM subscription for ticket updates, AI chat in IM, and IM interaction for support tickets.
New Developer plan: customers benefit from access to the same community and TiDB.AI assistance as the Basic plan, while also enjoying direct connections with unlimited access to technical support.
New Basic plan: customers will be guided to join the active community channels, where they can engage with other community members and interact with TiDB.AI for technical assistance.
Transition to Connected Care
The following table lists the shutdown schedules for the legacy support plans:
| Support plans | Shutdown date |
|---|---|
| Legacy Basic plan | Feb 17, 2025 |
| Legacy Standard plan | Feb 17, 2025 |
| Legacy Enterprise and Premium plans | Jan 15, 2026 |
Once a legacy support plan shuts down, TiDB Cloud will no longer support it. If you do not transition to any support plan in Connected Care by the relevant shutdown date, you will be automatically transitioned to the Basic support plan in Connected Care.
FAQs
How do I check or make changes to my current support plan?
Visit the Support page in the TiDB Cloud console. Your current support plan is displayed in the upper-left area of the page.
Starting from Feb 17, 2025, you can transition to the new support plans on the Support page, except for the Premium support plan. To upgrade to the Premium plan, please contact sales.
Do I need to pay more for similar services?
While the new Connected Care services offer a more comprehensive and feature-rich support experience, the pricing remains closely aligned to the previous offerings. TiDB Cloud remains dedicated to delivering added value to better support your journey.
How can I get technical support after the legacy Basic plan shuts down?
You can still access billing and account support. For technical support, consider purchasing a support plan in the Connected Care services. It is recommended that you start with the Developer plan, which includes a one-month free trial.