Contact Us
For the most efficient support, we recommend visiting our support portal at https://techsupport.enterprisedb.com/. Please sign in with your EDB account and create support tickets under the Cloud Subscription category.
Alternatively, you can reach our support team via email at: techsupport@enterprisedb.com.
Case severity level
| Level | Description |
|---|---|
| Severity 1 | The cloud service is down, or there's an error with critical impact on your production environment. Covers urgent problems including database service outage, data loss, and cluster provisioning failure. |
| Severity 2 | There's a cloud service error or an issue significantly impacting your production environment. The system is functioning but in a severely reduced capacity. Covers problems including database service interruption and backup failures. |
| Severity 3 | There's an error or issue that doesn't have a significant impact on your production environment. Covers problems including API issues, monitoring metrics, and logging issues. |
| Severity 4 | General questions, inquiries, or nontechnical requests. |
Best practices
- Email Allow List: To ensure you don't miss important communications from our Cloud Service Support team, please add techsupport@enterprisedb.com to your email allowed list.
- Support Portal Access: If you are unable to access the Support Portal, please contact your EDB administrator. They have the necessary permissions to manage access for you.