Support plans
For an overview about our support plans, how they relate to PlanetScale's plans and which response times to expect, please review this page.
Creating a ticket
Through our support portal
The easiest way to get in touch with us is through our support portal. To create an account follow the below steps:
- Go to https://support.planetscale.com/
- Click Sign in
- Click Sign up next to New to PlanetScale?
- Enter your name and email address and hit Submit
- Check your emails for an email from support@planetscale.com and click on the verification link
You can then log in to our support portal and create a ticket by clicking on the Submit a request button.
You can also directly create a ticket by clicking on the Submit a request button, but in order for your ticket to get triaged correctly, you will need to check your emails for an email from support@planetscale.com and click on the verification link right after. Tickets from unverified senders will go into a holding pattern and are not eligible for our guaranteed response times.
Via email
Another option is to simply email support@planetscale.com which will open a ticket on our help desk.
To be eligible for guaranteed response times, however, you must submit your ticket through the support portal.
Escalating a ticket
If you need to report an urgent issue that requires time-critical attention or you need to urgently escalate a ticket that has already been filed, please follow these steps:
- Confirm that your case matches one of the following:
- You are experiencing an urgent priority (P1) issue where one (or more) of the following is true:
- Business critical system(s) are down and no workaround is immediately available.
- Production applications are down due to the PlanetScale platform and no workaround is immediately available.
- A complete loss of ability to serve queries, commit transactions, or a significant feature impacting production workflows is completely unavailable.
- All or a substantial portion of your data on PlanetScale production branches is at significant risk of loss or corruption.
- A confirmed security incident has been identified.
- You have an already filed ticket that has gone beyond the guaranteed response times for your plan.
- You are experiencing an urgent priority (P1) issue where one (or more) of the following is true:
- If you have been provided a phone number by PlanetScale as part of your Business or Enterprise Support plan, please call us.
- If you have not been provided a phone number, please file a new ticket through our support portal, set the priority to Urgent and reference your other open ticket that you want to be escalated. We will then merge your tickets and respond to your original open ticket as soon as we can.
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