Support
Reliable, secure, and fully automated database solutions backed by dedicated support from experienced technical engineers.
E-Mail: [email protected]
We answer e-mails during business days and office hours. For premium plans, we offer 24/7 email support, and for enterprise plans, we offer additionally phone support.
Please email us at [email protected] if you need help getting started, want to set up a call to discuss how dbworks.dev can support your business, or have any questions or need assistance. We are here to help and ensure your experience with dbworks.dev is seamless and stress-free.
Guaranteed SLA: 99.95%
At dbworks.dev, we are dedicated to providing high availability and reliability for our services. We guarantee a Service Level Agreement (SLA) of 99.95% uptime/availability, which means the following maximum periods of allowed downtime:
Daily: 7 minutes 12 seconds
Weekly: 50 minutes 24 seconds
Monthly: 3 hours 37 minutes 21 seconds
Quarterly: 10 hours 52 minutes 2.2 seconds
Yearly: 1 day 19 hours 28 minutes 8.8 seconds
If an outage exceeds these thresholds, we will issue a service credit of 50% of the cost for the affected period, which can be applied to your next payment. Alternatively, we can provide a refund instead of a service credit.
To request a service credit or refund, please email us at [email protected] within 30 days of the outage. Your request should include a detailed description of what happened, specifying which service was affected, along with any relevant evidence. We want to be fully transparent and fair, so we will cross-check your report with our monitoring solutions to validate the incident, keeping you informed every step of the way.
Our commitment to you is to ensure that you have a seamless and reliable experience with our services. We appreciate your understanding and are dedicated to addressing any issues promptly and thoroughly, because your satisfaction is our priority.
Guaranteed Response Time
At dbworks.dev, we strive to provide the highest level of support included with all subscriptions. Our support covers tickets via email during business hours and direct assistance for general questions and best practices. We are committed to responding promptly to all incidents to ensure your operations run smoothly.
P1 – Priority 1 incident tickets (Critical) These incidents severely impact your business operations, requiring immediate attention.
Target response time: 2 hours (standard plan), 1 hour (premium plan)
P2 – Priority 2 incident tickets (High) These incidents significantly affect functionality but are not critical.
Target response time: 8 hours (standard plan), 4 hours (premium plan)
P3 – Priority 3 incident tickets (Moderate) These incidents have a moderate impact and require timely resolution.
Target response time: 2 business days (standard plan), 1 business day (premium plan)
P4 – Priority 4 incident tickets (Low) These are minor issues or requests for general information and best practices.
Target response time: 5 business days (standard plan), 3 business days (premium plan)
We understand that timely support is crucial to your business. Our goal is to address and resolve any issues as quickly as possible. By categorising incidents and setting precise response times, we prioritise and resolve critical issues promptly.
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