Rapid response to critical issues

Included services provide the support you need to keep your team up and running

We’ve got your back

Dedicated resources for your organization with up to a 30 minute response time and 24×7 support from our expert team.

24x7 expert support

Up to thirty minute response time for break/fix & critical issue response from expert support engineers.

Extensive knowledge base

Avoid common Trino (formerly Presto® SQL) issues, learn config best practices, and access troubleshooting guides.

Intuitive support portal

Fast ticket submission and tracking, user-friendly support forums, and easy downloads.

“Enterprise support is a killer feature. We actually had meetings with the creators of Presto.”

Alberto Miorin, Engineering Lead (Data Engineering) at Zalando

Enterprise Support Response Times

	Urgent (Severity 1)	High (Severity 2)	Normal (Severity 3	Low (Severity 4)
Initial Response 24 x 7	30 minutes (email or phone)	4 hours (email)	8 hours (email)	Next business day (email)
Status Updates	Hourly	every business day	every 5 business days	every 7 business days
Starburst Responsibility	Resource dedicated 24×7 dedication until a workaround or resolution is achieved. Senior management immediately notified.	Resources available Monday to Friday during Customer local business hours until a workaround or resolution is achieved.	Resources available Monday to Friday during Customer local business hours until a workaround or resolution is achieved.	Resources available Monday to Friday during Customer local business hours until a workaround or resolution is achieved.
Customer Responsibility	Resource dedicated 24×7 to provide diagnostics to Starburst as needed.	Resource available Monday-Friday during Customer local business hours to provide diagnostics to Starburst as needed.	Resource available Monday-Friday during Customer local business hours to provide diagnostics to Starburst as needed.	Resource available Monday-Friday during Customer local business hours to provide diagnostics to Starburst as needed.

We are the experts

A knowledge base of support from the creators and developers of Trino (formerly Presto® SQL). We help you avoid common issues while providing configuration best practices and helpful troubleshooting guides. Support provides the critical SLA driven engagement to ensure your production up-time.

Our leadership team includes the creators of the original Presto® and Trino projects as well Starburst’s development team has by far the most commits to the Presto® and Trino codebases. We know the technology inside and out because we made it. Our support team is unparalleled. Learn more about our team.

Committed to customer success

At Starburst, your success is our success. Before you enter an agreement with Starburst, we help you validate your experience to ensure its the best fit for your use case and long term success criteria. We then help to get you up to speed and achieve your production rollout and launch timelines. Throughout your Starburst experience, our team will align with your organization for long term success and adoption via monthly check-ins and quarterly business reviews that drive success. And when you’re ready to solve more business problems, we’re here with best practices, guidance and support to help your business achieve your desired outcomes. Learn more about our customer experience.

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