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update support package details #148

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merged 3 commits into from
Dec 20, 2024
Merged

update support package details #148

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Update rw-premium-edition-intro.mdx
hengm3467 Dec 20, 2024
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Update get-started/rw-premium-edition-intro.mdx
hengm3467 Dec 20, 2024
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Merge branch 'main' into update-premium-support-package
hengm3467 Dec 20, 2024
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29 changes: 16 additions & 13 deletions get-started/rw-premium-edition-intro.mdx
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Expand Up @@ -85,19 +85,22 @@ A result of `t` means the key is valid; an error message indicates an invalid ke

## Support

RisingWave Premium edition offers the premium support:

| **Support feature** | **Standard** | **Premium** |
| :--- | :--- | :--- |
| Service hours | 12x5 | 24x7 |
| Response time | Critical - 4 hours | Critical - 1 hour |
| | High - 12 hours | High - 4 hours |
| | Medium - 24 hours | Medium - 12 hours |
| | Low - 48 hours | Low - 24 hours |
| Dedicated Slack channel | No | Yes |
| Max technical contacts | 2 | 8 |
| Named support engineer | No | Yes |
| Solution engineer access | 2 hours per month | 8 hours per month |
RisingWave provides three levels of support packages:

| **Support Package** | **Starter** | **Pro** | **Mission-Critical** |
| :--- | :--- | :--- | :--- |
| Service Hours | 8 am - 6 pm (M-F; Local Time) | 24x7 | 24x7 |
| Support Type | Standard | Premium | Premium|
| Support SLA | Urgent - 4 hrs | Urgent - 2 hrs | Urgent - 1 hr |
| | High - 12 hrs | High - 8 hrs | High - 4 hrs |
| | Normal - 48 hrs | Normal - 24 hrs | Normal - 12 hrs |
| | Low - 1 week | Low - 48 hrs | Low - 24 hrs |
|Designated Technical Account Manager | No |No | Yes|
| Slack / Team Channels | No | Yes | Yes |
|Scheduled Service Engagement| - |8 hrs / month | 16 hrs / month |
| Business Reviews | Annually | Quarterly | Monthly |
| Pricing | Included with RisingWave Premium Edition | $5,000 / month | $10,000 / month |
| Additional PRO Service Hours | $200 / hr | $200 / hr | $200 / hr |

## Pricing

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