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 09:00-18:00, 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.
- 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 and CSM 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 initial responses as fast as 60 minutes for S1 cases.
Premium: Intended for business-critical systems with larger user bases or important internal dependencies. The Premium plan focuses on business continuity, offering 30-minute response time for S1 issues, proactive services, 7×24 coverage for urgent issues, and support delivered through a professional Customer Success Manager (CSM). Subscription to the Premium plan requires a statement of work (SOW) for each applicable project. For the Premium plan, the published content is for reference only. 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 provides the fastest response time (20 minutes for S1 issues), expert-level technical assistance, proactive risk governance, and dedicated critical event support and major milestone advisory services. Subscription to the Platinum plan requires a statement of work (SOW) for each applicable project. For the Platinum plan, the published content is for reference only. 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 | 5×8 business hours | 5×8 business hours | Up to 7×24 | Up to 7×24 |
| 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 | –– | –– |
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| Notes | –– | –– |
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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 validation & optimization: Assessment and optimization of the interaction between OceanBase and customer applications, including SQL tuning, schema design advisory, and workload analysis.
- Architecture planning & design review: End-to-end review of system architecture, including cluster topology, data distribution strategies, high-availability design, and disaster recovery readiness.
- Database development & design consulting: Support for schema design, data modeling, and performance-oriented design guidance.
- Compatibility assessment & migration support: Evaluation of database compatibility and guidance on migration planning, execution preparation, and key risk identification.
- Cutover support & go-live readiness: Expert assistance before, during, and after go-live events, covering technical validation, cutover planning, and risk mitigation.
- Periodic health check & optimization: Regular assessments of system health, including resource utilization, performance bottlenecks, configuration reviews, and optimization recommendations.
- Disaster recovery & high availability drills: Reviews and simulation exercises for DR strategies, failover workflows, and HA configurations.
- Patch evaluation & upgrade guidance: Impact assessment and best practices for upgrades, patching, and version transitions.
- Emergency support services: Fast-response expert assistance for urgent production issues, failure analysis, and remediation planning.
- SQL governance & resource optimization: Advisory for SQL governance frameworks, workload orchestration, and capacity planning.
- Peak season/critical event support: Pre-event preparation, on-event monitoring, and rapid response support during customers' high-traffic periods.
Service entitlements by support plan
| Service Item | Developer | Business | Premium | Platinum |
|---|---|---|---|---|
| Business application verification & optimization | – | Standard Level (up to 5 man-days/year) | Professional Level | Expert Level |
| Cluster architecture design | – | – | Professional Level | Expert Level |
| Database development & design | – | – | – | Expert Level |
| Compatibility assessment & migration implementation | – | Standard Level (up to 4 man-days/year) | Professional Level | Expert Level |
| Upstream & downstream data link deployment & verification | – | – | Professional Level | Expert Level |
| Cutover service | – | Standard Level (up to 3 man-days/year) | Professional Level | Expert Level |
| Remote Database Health Check | – | Standard Level (twice/year) | Professional Level (four times/year) | Expert Level (four times/year) |
| Database Monitoring & Optimization | – | – | Professional Level (once/year) | Expert Level (once/year) |
| Database Emergency Support | – | – | Professional Level (once/year) | Expert Level (unlimited) |
| Disaster recovery & high availability drills | – | – | – | Expert Level (once/year) |
| Patch Evaluation & Upgrade | – | – | Professional Level (twice/year), excluding major version upgrade | Expert Level (twice/year), excluding major version upgrade |
| Major version high-reliability upgrade | – | – | Once/year | Once/year |
| Application Risk Alert | – | – | Professional Level | Expert Level |
| Resource Optimization | – | – | Professional Level (based on inspection report) | Expert Level (based on inspection report) |
| Critical Event Support / Major Milestone Advisory | – | – | – | Expert Level (once/year) |
| SQL Specialized Risk Governance | – | – | – | Expert Level (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:
- Premium: Professional-level CSM
- Platinum: Expert-level CSM
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 5×8 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.
Upon the expiration of the CSM services term, the assigned CSM will provide the following deliverables:
- Service implementation plan
- Service implementation report
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) | – | – |
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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.