Who asks will find answers

Q: Does MonetDB Corporation offer per-incident technical support?

Yes, please see our QuickScan service.

Q: Does MonetDB Support include data recovery services?

No guarantee. We can try to help under the scope of the problem resolution support. It may be possible to recover some or all of your data in particular circumstances, and we may provide suggestions where possible, however, you must maintain regular, valid backups of your data.

Q: Does "Emergency Response Time" refer to emergency resolution time?

No. Emergency response time is the maximum time before a support engineer is assigned to a newly reported Severity 1 issue and fully engaged in working toward its resolution. The actual time required for final resolution will vary.

Q: If I am an OEM or ISV, may I use my annual support contract to resolve problems for my end users?

Please ​contact info@monetdbsolutions.com​.

Q: Do you support using pre-GA software (alpha, beta, RC) in production?

We do not recommend using pre-GA software in production environments, however, we may offer support on a case by case basis at our discretion. Issues involving pre-GA software are not entitled to S1 severity classification.

Q: Must a technical contact remain available 24x7 for ongoing service for S1 issues?

Preferably yes, if we require additional information from a technical contact in order to make progress toward issue resolution. Note that our office hours are related to CET.

Q: Do you support your products in virtual and cloud environments such as VMWare, Amazon EC2?

Yes. However, we do not support issues caused by and specific to those environments, nor do we support the virtual or cloud environments themselves.

© 2020 MonetDB Solutions

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