Support Policy
This policy describes how support works for Anthracite. The response times below are targets we aim for, not contractual guarantees — the binding terms of your relationship with us are in the Terms of Service. Any specific commitments beyond this policy would be set out in a separate written agreement.
How to reach us
Section titled “How to reach us”Support is provided by email at support@anthracite.dev. We do not offer phone or live chat support. Support is available in English.
When you write in, please include:
- the affected instance (engine, size, and id),
- what you expected to happen and what actually happened,
- any error messages, and
- when the problem started.
The more of this you can give us up front, the faster we can help.
Support hours
Section titled “Support hours”We aim to respond during standard business hours, Monday–Friday, 9:00–17:00 local time, excluding public holidays.
For critical issues — an instance that is down or losing data — we monitor outside business hours on a best-effort basis and will respond as soon as we reasonably can.
Severity levels
Section titled “Severity levels”When you contact us, we’ll assess severity together based on the impact on your production use.
| Level | Meaning |
|---|---|
| S1 — Critical | A production instance is down or unreachable, or data is being lost, with no workaround. |
| S2 — Major | A production instance is seriously degraded, or a core operation fails, but a limited or cumbersome workaround exists. |
| S3 — Minor | A non-critical problem, a question, or a defect that does not block normal operation. |
| S4 — General | General questions, guidance, and feature requests. |
Initial response targets
Section titled “Initial response targets”These are the times we aim to send a first substantive response — an acknowledgement and next steps — not a time-to-resolution. Resolution is always best-effort and depends on the nature of the problem.
| Severity | Response target |
|---|---|
| S1 — Critical | Within a few hours during business hours; best-effort outside them. |
| S2 — Major | Within one business day. |
| S3 — Minor | Within two business days. |
| S4 — General | As we’re able, with no committed timeline. |
We’ll keep you updated as we work an issue, and we prioritize S1 and S2 cases over everything else.
What support covers
Section titled “What support covers”Support covers the Anthracite managed platform:
- provisioning, suspending, resuming, and deleting instances;
- availability and connectivity of your instances;
- the control plane, billing, and your account and organization;
- guidance on which engine and size fit a workload.
What support does not cover
Section titled “What support does not cover”We can’t take responsibility for everything that touches your database. Support does not cover:
- your application code, queries, schema design, or data modelling (we’re happy to give general guidance, but we don’t do it for you);
- the contents of your instances (your Customer Data), or recovering data you deleted;
- performance problems caused by your workload rather than the platform;
- third-party tools, drivers, libraries, or client software;
- issues arising from misuse of the service contrary to the documentation;
- beta or preview features, which are provided as-is; and
- anything outside the platform — your own infrastructure, network, or hosting.
Your responsibilities
Section titled “Your responsibilities”To help us help you, we ask that you:
- give us enough detail to understand and, where possible, reproduce the issue;
- respond to our questions so we can keep an investigation moving;
- keep your account contact information current; and
- maintain your own backups in addition to any platform snapshots — you are responsible for your data, as described in the Terms of Service.
Changes to this policy
Section titled “Changes to this policy”We may update this policy from time to time as the team and the product grow. The “last updated” date above reflects the current version.