Enterprise Software Kits for Customers
Customers can get current, Long-Term Support (LTS), and older software kits from the secure VoltDB customer download site. If you are a customer and do not already have access to the site, please contact support to authorize access.
Contacting Support
Basic, Standard and Premium customers can contact us at support@voltdb.com. In addition, all support customers can reach us through our public forum and community Slack channel. VoltDB business hours are 8am-6pm, Monday through Friday Eastern Time Zone. Premium customers also will receive a phone number they can call 24×7 for Severity 1 incidents.
Information you Should Provide to Support
When contacting VoltDB Support, include the following information, if applicable:
- Customer/Application name?
- Is VoltDB currently operational?
- Is the issue site-wide or with specific node(s)?
- Conditions prior to this issue occurring?
- Run ‘voltdb collect’ on all nodes to get details of the issue, error messages, log files
- Corrective measures taken
- Any questions, issues, or feedback are welcome.
Support Levels
At VoltDB, we want to make sure you’re successful building, testing, and deploying your application. We have a variety of plans to support you, when you need it. We offer support for both our Open Source (Community) and Enterprise editions.
Our support engineers are ready, responsive, and skilled in all aspects of VoltDB database design and operation to help give you the extra boost you need.
SUPPORT SERVICES COVERAGE |
BASIC & STANDARD |
PREMIUM |
| Email Support (business hours) | ||
| Technical Response |
*Includes Non-Severity 1 Enterprise Lab Program Support
Support Services
Support Services |
BASIC |
STANDARD |
PREMIUM |
| Initial Response | 1 business day | 4 business hours | 1 business hour |
| Technical Response | 1 business day | 1 business day | 1 business hour |
| Coverage | Business Hours | Business Hours | 24x7 phone support Business hours email support* |
| Communication Method | Email, Phone | ||
| Customer Contacts | 1 Named User | Unlimited Users | Unlimited Users |
| Sev. 1 Problem Escalation* /After Incident Review |
No | No | Yes* |
| Cases | 3** | Unlimited | Unlimited |
- Escalation is a way to bring extra attention to a Severity 1 incident. When a customer notifies Support that they wish to escalate, a review call will be set up with VoltDB Support, the VP of Engineering and any appropriate resources to develop an action plan for issue resolution.
- A Hot Fix is a patch release to the customer’s current version. Hot fixes will be provided only for Severity 1 incidents which cannot be alleviated with a workaround, or when a customer is unable to upgrade to the next release.
- *Enterprise Lab Program users that subscribe to Premium Support get phone support. However, they are excluded from Sev 1 Problem Escalation.
- **Contact sales [at] voltdb.com for additional support.
SOFTWARE MAINTENANCE / UPDATES |
BASIC |
STANDARD |
PREMIUM |
| Update Notifications | |||
| Technical Alerts | |||
| Sev. 1 Incident Hot Fix |
Definition of Incident Levels
SEVERITY LEVEL |
DESCRIPTIONS |
CHARACTERISTICS |
| Sev 1: Critical Business Impact | Productions VoltDB is inoperable or critical condition which prevent users from performing critical business functions. A workaround is not available. | - System down, hang, or crash situation - Data loss or data corruption - Critical Functionality not available - Security Vulnerability* |
| Sev 2: Significant Business Impact | Important product features are unavailable with no acceptable workaround. Customer’s implementation or production use of VoltDB’s products in a primary business service, major applications or mission critical systems are functioning with limited capabilities or are unstable with periodic interruptions. The software may be operating but is severely restricted. A workaround is not available. | - Error or failure forcing a restart or recovery - Severely degraded performance |
| Sev 3: Moderate Business Impact | Product features unavailable but a workaround exists and the majority of software functions are still usable. Minor function/feature failure that the customer can easily circumvent or avoid. Customer’s work has minor loss of operational functionality. | - Error but there is a workaround - Minimal degraded performance - Incorrect behavior with minor impact - Initial Installation or development milestones are at risk |
| Sev 4: Minimal Business Impact | Minor problem or question that does not affect the software function such as How To’s, documentation, general questions, or enhancement requests. There is no impact to product usage or customer’s operations. | - General questions for advice - General question on functionality - Clarification on documentations or release notes - Enhancement request |
* Security Vulnerabilities will be handled like an escalation, with oversight by the VP of Engineering to work out an issue resolution.
VoltDB Support End-of-Life Policy
VoltDB Long-Term Support (LTS) releases are supported for 3 years, with extended support available. All non-LTS releases are supported for 1 year. Customer deploying a non-LTS release should plan on upgrading to the LTS release for that version when it becomes available or before the end-of-life date is reached for that version.
VoltDB Version |
Release Date |
EOL Date |
Life Span |
| v10.x LTS | TBD | TBD + 3 years | 3+ years* |
| v10 | August 2020 | August 2021 | 1 year |
| v9.3 LTS | May 2020 | May 2023 | 3+ years* |
| v9 | April 2019 | April 2020 | 1 year |
| v8.4 LTS | December 2018 | December 2021* | 3+ years* |
| v8 | February 2018 | February 2020 | 2 years |
*Extended end-of-life available for up to two additional years for an annual license surcharge.
Customers should plan to upgrade before their version reaches End-of-Life. The LTS program is designed to provide a longer term to allow for planning and choice when deploying or scheduling upgrades.
Customers who continue running VoltDB software that is past End-of-Life will still receive support, but any defects that require a fix would be corrected in an update to an LTS release and the customer will need to upgrade to apply the correction.
