Guaranteed response times and coverage details for ArcadeDB support plans. Looking for pricing? Visit our Pricing page.
Every support request is classified into one of four severity levels. The severity determines the guaranteed response time under your support plan and reflects the urgency and business impact of the issue.
| Severity | Definition |
|---|---|
| S1 — Critical | Complete loss of service or critical failure in production. The database is down or data is at risk. No workaround is available. This is the highest priority and triggers the fastest response commitment under your plan. |
| S2 — High | Significant degradation of production service. Essential operations continue but are severely impaired. Performance may be critically reduced, or a core feature is unusable. No acceptable workaround exists. |
| S3 — Medium | Partial loss of non-critical functionality. A workaround is available. No data loss occurs and normal operations continue. Examples include minor feature issues or non-blocking bugs in non-production environments. |
| S4 — Low | General usage questions, minor cosmetic issues, or enhancement requests. No impact on production operations. Includes how-to questions, documentation clarifications, and feature suggestions. |
The table below shows the maximum initial response time guaranteed for each severity level under each support plan. Response times are measured from the moment a support request is received during the plan's coverage window.
| Severity | Community | Silver | Gold | Platinum |
|---|---|---|---|---|
| S1 — Critical | No SLA | 4 business hours | 1 hour | 30 minutes |
| S2 — High | No SLA | 8 business hours | 4 business hours | 2 hours |
| S3 — Medium | No SLA | 2 business days | 1 business day | 8 business hours |
| S4 — Low | No SLA | 3 business days | 2 business days | 1 business day |
Coverage hours define when the response-time clock is running. Requests submitted outside coverage hours will have their response-time clock start at the beginning of the next coverage window.
| Plan | Coverage Window | Days |
|---|---|---|
| Community | Best-effort community support — no guaranteed coverage hours | |
| Silver | 9:00 AM – 6:00 PM CET | Monday – Friday |
| Gold | 8:00 AM – 8:00 PM CET | Monday – Friday |
| Platinum | 24 hours (S1 & S2: 24/7/365; S3 & S4: 8:00 AM – 8:00 PM CET, Mon–Fri) | See details |
Every paid plan includes direct access to the ArcadeDB engineering team. Higher tiers unlock additional capabilities to keep your deployment running smoothly.
| Feature | Community | Silver | Gold | Platinum |
|---|---|---|---|---|
| Full ArcadeDB feature set | ✓ | ✓ | ✓ | ✓ |
| Community forum & GitHub Issues | ✓ | ✓ | ✓ | ✓ |
| 1 Studio AI Assistant license | — | ✓ | ✓ | ✓ |
| Email support from engineering team | — | ✓ | ✓ | ✓ |
| Priority issue queue | — | ✓ | ✓ | ✓ |
| Backport patches (older versions) | — | — | Guaranteed | Guaranteed |
| Escalation management | — | — | ✓ | ✓ |
| Quarterly review call | — | — | ✓ | ✓ |
| 24/7/365 coverage (S1 & S2) | — | — | — | ✓ |
| Dedicated technical account manager | — | — | — | ✓ |
| Guaranteed root-cause analysis (S1/S2) | — | — | — | ✓ |
| Annual architecture & performance audit | — | — | — | ✓ |
This Service Level Agreement (SLA) applies to all customers with an active Silver, Gold, or Platinum support subscription for ArcadeDB. The Community plan is provided under the Apache 2.0 open-source license without any SLA or guaranteed support commitments.
Support plans are priced per server per month. A "server" is defined as a single ArcadeDB instance (physical or virtual machine, container, or cloud instance) running in any environment (development, staging, or production). All prices are in USD and subject to applicable taxes.
Response times listed in this SLA refer to the initial response — the time between receiving the support request (during coverage hours) and the first meaningful acknowledgement or update from the ArcadeDB support team. Initial response does not imply resolution; resolution times depend on the complexity and nature of the issue.
The customer proposes an initial severity level when submitting a support request. The ArcadeDB support team may adjust the severity based on the actual impact and scope of the issue. Any severity adjustment will be communicated to the customer with a justification.
Gold and Platinum customers have access to escalation management. If you believe your issue is not being handled with the appropriate urgency, you may request escalation through your assigned support contact or by emailing [email protected] with the subject line "ESCALATION".
This SLA does not cover:
For questions about support packages or to subscribe, contact us at [email protected].
Last updated: March 6, 2026. Arcade Data Ltd reserves the right to update this SLA. Customers with active subscriptions will be notified of material changes at least 30 days in advance.