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Support Services

TiDB Cloud Lake provides comprehensive Support Services for our TiDB Cloud Lake users and customers. Our objective is to deliver exceptional support that reflects the TiDB Cloud Lake product's core values – high performance, ease of use, and fast, high-quality results.

For detailed information about support service levels across different editions, see Support Service Levels. For more information, contact our sales team.

Getting Support

You can access support through multiple channels:

Cloud Console: Log in to the TiDB Cloud Lake console and select Support → Create New Ticket from the menu options to open a new support case and view the status of your submitted cases.
Status Page: Subscribe to our status page to get notified quickly about any incidents affecting our platform.
Documentation: Browse our comprehensive documentation for guides, tutorials, and reference materials.

Support Service Levels

TiDB Cloud Lake offers different levels of support based on your subscription tier:

Feature	Personal	Business	Dedicated
Logging and tracking support tickets	✓	✓	✓
4/7 coverage and response window for Severity 1 issues	24 hours	8 hours	4 hours
Response to non-severity-1 issues	48 hours	24 hours	8 hours

Severity Levels

Severity 1: Critical issue halting business operations with no workaround
Severity 2: Major functionality impacted with significant performance degradation
Severity 3: Partial loss of functionality with minor business impact
Severity 4: General questions, recommendations, or feature requests

Note

Please note that only Business and Dedicated customers have a Service Level Agreement (SLA) on Support Incidents. If you are using the Personal edition – while we will try to answer your question as soon as possible, we'd encourage you to also explore our Community resources:

TiDB Cloud Lake Community Slack Channel

Enterprise Support

For customers with mission-critical deployments, our Dedicated edition offers enhanced support options including:

Priority response times for all severity levels
Dedicated support engineer
Proactive monitoring and issue resolution
Regular health checks and optimization recommendations

Contact our sales team to learn more about our enterprise support offerings.