The OceanBase Cloud support plans provide a structured set of technical support services to help you maintain stable, secure, and efficient operations on OceanBase Cloud. These plans are available for subscription directly in the OceanBase Cloud console and offer different levels of service based on your business needs, response-time requirements, and workload criticality.
Each plan includes access to global support services and, depending on your subscription tier, a range of advanced customer services, Customer Success Manager (CSM) services, and training services offerings. All support services follow the policies defined in the OceanBase Cloud Support Plans and Policies, which supplement the OceanBase Cloud Services Agreement.
Note
This topic provides an overview of the OceanBase Cloud support plans, including service categories, service levels, and key entitlements. It is intended for general guidance only.
For the complete and binding service scope, usage rules, and detailed terms, please refer to the OceanBase Cloud Support Plans and Policies. If there is any inconsistency between this topic and the OceanBase Cloud Support Plans and Policies, the latter shall prevail.
Definitions
Business hours: Refers to the standard time window during which our support team is available to process user requests and provide assistance. For the support plans, business hours are defined as 9:00 AM–6:00 PM, Monday through Friday (excluding public holidays), in your selected primary time zone.
Error: Refers to a reproducible problem that prevents OceanBase Cloud services from operating as described in the OceanBase Cloud official documentation.
Issue: Refers to a question or concern related to the use or behavior of OceanBase Cloud services that is not caused by an error.
Severity levels: Support requests are classified by severity based on the impact to your production environment and business operations.
- S1 (Urgent): Complete loss of production environment functionality.
- S2 (High): An error or issue with high impact on operations in your production environment, or an error or issue in your non-production environment that prevents the scheduled go-live of your production environment in total.
- S3 (Medium): A non-critical error or issue in your production/non-production environment.
- S4 (Low): An issue that has minimal impact on business and can be tolerated for a reasonable period, including general questions about feature usage or configuration.
Service levels: Defines the level of technical capability and expertise delivered through advanced customer services. Each level reflects the depth of knowledge, problem-solving skills, and the type of tasks engineers can independently complete.
Standard: Services are provided by engineers with OceanBase standard technical capabilities, or through automated platform capabilities. Engineers with standard level possess the fundamental knowledge and skills required to execute routine tasks and follow standardized workflows based on official OceanBase documentation and best practices. They comply with industry-standard procedures and can resolve common issues independently, while complex or atypical scenarios may require support from higher-level engineers.
Professional: Services are delivered by senior engineers with professional-grade OceanBase technical skills. Engineers with professional level have comprehensive and in-depth domain knowledge and are proficient in performing core tasks of medium complexity. They can analyze and resolve non-standard or moderately challenging issues, make informed decisions within their scope of responsibility, and effectively guide or support standard level engineers.
Expert: Services are delivered by technical experts with top-tier OceanBase expertise. Engineers with expert level possess systematic and advanced professional knowledge and are capable of independently undertaking or leading mission-critical, highly complex, and pioneering tasks or strategic projects. They excel at diagnosing and resolving cutting-edge, ambiguous, or high-impact issues.
Support plans
OceanBase Cloud offers 4 support plans:
Developer: Designed for development and testing scenarios, the Developer plan provides essential access to technical support during business hours. It is suitable for users who require basic assistance without strict production-level response guarantees.
Business: Built for production environments with moderate workloads, such as internal applications, non-core systems, and simpler TP-type business scenarios. This plan supports customers who prioritize cost control and can tolerate a certain amount of downtime and less-than-rigorous data recovery. It includes service guarantees and repair support during outages, with a response time of no later than 60 minutes for S1 cases during business hours.
Premium: Intended for business-critical systems with larger user bases or important internal dependencies. The Premium plan focuses on business continuity, offering a response time of no later than 30 minutes for S1 cases, proactive services, 24×7 coverage for urgent issues, and support delivered through an assigned Customer Success Manager (CSM). Please contact sales to confirm the service scope before placing an order.
Platinum: Designed for mission-critical, customer-facing workloads where service disruptions directly impact user experience, revenue, or even business reputation. The Platinum plan offers a response time of no later than 20 minutes for S1 cases, expert-level technical assistance, proactive risk governance, and dedicated critical event support. Please contact sales to confirm the service scope before placing an order.
Global support services
Global support services are provided through the OceanBase ticket system and supported instant messaging channels. Response times vary by plan and severity level:
Developer |
Business |
Premium |
Platinum |
|
|---|---|---|---|---|
| Coverage | 8×5 business hours | 8×5 business hours | Up to 24×7 | Up to 24×7 |
| S1 (Urgent) | –– | 1 business hour | 30 minutes | 20 minutes |
| S2 (High) | –– | 2 business hours | 60 minutes | 40 minutes |
| S3 (Medium) | 16 business hours | 8 business hours | 4 business hours | 2 business hours |
| S4 (Low) | 24 business hours | 16 business hours | 8 business hours | 4 business hours |
| Support channels | OceanBase ticket system | OceanBase ticket system | OceanBase ticket system / Instant messaging | OceanBase ticket system / Instant messaging |
| Emergency support | –– | 24×7 response for S2 or above (up to 3 times/year) | 24×7 response for S2 or above | 24×7 response for S2 or above |
Advanced customer services
Advanced customer services provide in-depth technical consulting and guidance to help customers plan, deploy, operate, and optimize OceanBase in complex or large-scale production environments. These services complement the standard technical support offering and are available under the Business, Premium, and Platinum support plans, each with different service levels as defined in the Definitions section.
Service scope
Advanced customer services cover a comprehensive set of activities designed to ensure the stability, performance, and operational excellence of OceanBase deployments. The service scope includes, but is not limited to, the following areas:
- Business Application Verification and Optimization Services: Assessment and optimization of the interaction between OceanBase and customer applications, including SQL tuning, schema design advisory, and workload analysis.
- Cluster Architecture Design: End-to-end review of system architecture, including cluster topology, data distribution strategies, high-availability design, and disaster recovery readiness.
- Database Development and Design: Support for schema design, data modeling, and performance-oriented design guidance.
- Compatibility Assessment and Migration Implementation: Evaluation of database compatibility and guidance on migration planning, execution preparation, and key risk identification.
- Upstream and Downstream Data Link Deployment and Verification: Assessment and configuration support for data links connecting OceanBase with upstream and downstream systems.
- Cutover Service: Expert assistance before, during, and after go-live events, covering technical validation, cutover planning, and risk mitigation.
- Remote Database Health Check: Regular assessments of system health, including resource utilization, performance bottlenecks, configuration reviews, and optimization recommendations.
- Remote Database Monitoring and Optimization: Iterative optimization of database monitoring metrics, indicators, and alarm thresholds based on OceanBase best practices.
- Database Emergency Support: Fast-response expert assistance for urgent production issues, failure analysis, and remediation planning.
- Disaster Recovery and High-Availability Drills: Reviews and simulation exercises for DR strategies, failover workflows, and HA configurations.
- Patch Evaluation and Upgrade (Excluding Major Version Upgrade): Impact assessment and best practices for patching and version transitions, excluding major version upgrades.
- Major Version High-Reliability Upgrade: Guidance and support for major version upgrades, with a focus on reliability and risk control.
- Application Risk Alert: Identification of application operational risks based on general database behavior and provision of risk alerts.
- Resource Optimization (Based on Inspection Report): Advisory for resource utilization and scaling based on after-inspection risk items and OceanBase best practices.
- Critical Event Support: Pre-event preparation, on-event monitoring, and rapid response support during customers' high-traffic or business-critical periods.
- SQL Specialized Risk Governance: SQL optimization based on inspection reports or risk alert reports, including response time tuning, execution efficiency improvement, and application transformation suggestions.
Service entitlements by support plan
Service item |
Developer |
Business |
Premium |
Platinum |
|---|---|---|---|---|
| Business Application Verification and Optimization Services | – | Standard Level (up to 5 man-days/year) | Professional Level | Expert Level |
| Cluster Architecture Design | – | – | Professional Level | Expert Level |
| Database Development and Design | – | – | – | Expert Level |
| Compatibility Assessment and Migration Implementation | – | Standard Level (up to 4 man-days/year) | Professional Level | Expert Level |
| Upstream and Downstream Data Link Deployment and Verification | – | – | Professional Level | Expert Level |
| Cutover Service | – | Standard Level (up to once/year, not exceeding 3 man-days/year) | Professional Level (up to once/year) | Expert Level (up to once/year) |
| Remote Database Health Check | – | Standard Level (up to twice/year) | Professional Level (up to four times/year) | Expert Level (up to four times/year) |
| Remote Database Monitoring and Optimization | – | – | Professional Level (up to once/year) | Expert Level (up to once/year) |
| Database Emergency Support | – | – | Professional Level (up to once/year) | Expert Level (unlimited) |
| Disaster Recovery and High-Availability Drills | – | – | – | Expert Level (up to once/year) |
| Patch Evaluation and Upgrade (Excluding Major Version Upgrade) | – | Standard Level (up to twice/year) | Professional Level (up to twice/year) | Expert Level (up to twice/year) |
| Major Version High-Reliability Upgrade | – | – | Up to once/year | Up to once/year |
| Application Risk Alert | – | – | Professional Level | Expert Level |
| Resource Optimization (Based on Inspection Report) | – | – | Professional Level | Expert Level |
| Critical Event Support | – | – | – | Expert Level (up to once/year) |
| SQL Specialized Risk Governance | – | – | – | Expert Level (up to once/year) |
Customer Success Manager (CSM) services
CSM services are included as part of the Support Services offering and provide a dedicated point of contact responsible for coordinating your overall service experience. Currently, CSM services are only available for customers on the Premium and Platinum support plans.
After purchasing a support plan that includes CSM services, a CSM is assigned to oversee end-to-end service management and act as your primary interface for all technical service matters. CSM services are provided during 8×5 business hours based on the customer's selected primary time zone.
CSM responsibilities
The CSM is responsible for ensuring smooth and effective engagement throughout the service lifecycle. Their responsibilities include:
- Managing the service implementation.
- Serving as the dedicated point of contact for customer technical service.
- Developing and maintaining a customer-specific service implementation plan.
- Conducting regular assessments and updating the service implementation plan as needed.
- Working with the customer to understand and document relevant environment and system configurations to facilitate effective support.
- Providing guidelines and advice on OceanBase support services' processes and features.
Training services
Training services are included as part of the Support Services offering and are available under the Business, Premium, and Platinum support plans. Depending on the plan, you may receive a combination of OBCA and OBCP training/exam vouchers, as well as eligibility for customized OceanBase training workshops (for subscriptions of one year or longer).
Training entitlements by support plan
Category |
Developer |
Business |
Premium |
Platinum |
|---|---|---|---|---|
| OBCA Training/Exam | – | 2 seats | 4 seats | 6 seats |
| OBCP Training/Exam | – | 1 seat | 2 seats | 3 seats |
| Customized OceanBase Training Workshop (for subscriptions ≥ 1 year) | – | – | Up to 3 one-day workshops. Customization limited to course schedules provided by OceanBase | Up to 6 one-day workshops. Customization limited to course schedules provided by OceanBase |
Training content
OBCA training and examination
- One OBCA training voucher and one exam voucher issued by OceanBase.
- Participation available through an OceanBase authorized service provider or directly with OceanBase.
- Available in Chinese or English.
OBCP training and examination
- One OBCP training voucher and one exam voucher issued by OceanBase.
- Participation available through an OceanBase authorized service provider or directly with OceanBase.
- Available in Chinese or English.
OceanBase training workshop
- One full business day of customized onsite or remote training per workshop.
- Delivered by OceanBase or its authorized service provider.
- May include O&M engineer training or application development practice.
- Customization is limited to the course schedules provided by OceanBase at the time of service delivery.
- Available in Chinese or English.