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  • Required Roles
  • Request Support
  • Modify a Support Plan
  • Flex Consulting

MongoDB Atlas offers several packages to support your organization or project. Atlas includes a free Basic support plan, or you can upgrade to a paid plan for extended support services. Details on support plans are available through the UI as part of the procedure to change your support plan or by contacting MongoDB.

To raise and view support cases, you must have the appropriate roles:

Support Cases
Scope
Role
Can View
Project
Any user with any role in the project
Can Raise
Project
Any user with any role in the project
Can View and Raise
Organization and Project

Based on your support plan, you can request support through the Atlas console in the following ways:

The following table describes the ways you can modify your support plan and its impact on billing:

Action
Result
Upgrade or Downgrade
Your billing changes occur on the first day of the next month.
Cancel during a trial period
Your billing stops immediately.
Cancel outside of a trial period
Atlas schedules for the cancellation of your plan at the end of the month and your billing continues until the cancellation period.

MongoDB Atlas offers personalized, expert consulting with Flex Consulting units.

To purchase Flex Consulting units through the Atlas console:

1
  1. If it is not already displayed, select your desired organization from the Organizations menu in the navigation bar.

  2. Click Support in the sidebar.

2
  1. Under Flex Consulting, click Buy Flex Consulting.

  2. Select a level of engagement.

  3. Click Continue to Checkout and complete steps 3 to 6 to configure the billing information.

3
Field
Necessity
Action
Billing Email Address
Optional

Type the email address to which Atlas should send billing alerts.

By default, Atlas sends billing alerts to the Organization Owners and Billing Admins.

  • If you leave the Billing Email Address blank, Atlas sends billing alerts to the Organization Owners and Billing Admins.

  • If you specify a billing email address and uncheck Only send invoice emails to the Billing Email Address, Atlas sends billing alerts to the billing email address, Organization Owners, and Billing Admins.

  • If you specify a billing email address and check the box for Only send invoice emails to the Billing Email Address, Atlas send billing alerts to the billing email address only.

Company Name
Optional
Type the name of the company for your billing address.
Country
Required
Select the country for your billing address. You can also start typing the name of the country and then select it from the filtered list of countries.
Street Address
Required
Type the street address for your billing address.
Apt/Suite/Floor
Optional
Type an the apartment, suite, or floor for your billing address.
City
Required
Type the name of the city for your billing address.
State/Province/Region
Required

Type or select the political subdivision in which your billing address exists. The label and field change depending on what you selected as your Country:

  • If you select United States as your Country, this label changes to State. The field changes to a dropdown menu of U.S. states. You can also start typing the name of the state and then select it from the filtered list of states.

  • If you select Canada as your Country, this label changes to Province. The field changes to a dropdown menu of Canadian provinces. You can also start typing the name of the province and then select it from the filtered list of provinces.

  • If you select any other country as your Country, this label changes to State/Province/Region. The field changes to a text box. Type the name of your province, state, or region in this box.

ZIP or Postal Code
Required
Type the ZIP (U.S.) or Postal Code (other countries) for your billing address.
VAT Number
Conditional

Atlas displays the VAT ID field if you select a country other than the United States.

To learn more about VAT, see VAT ID.

If your company's billing address is in a country other than the United States (USA), Atlas typically charges VAT if you do not enter a valid VAT ID Number on your billing profile.

Important

If your billing address is in Ireland or certain Canadian provinces, Atlas always charges VAT, even with a valid VAT ID Number.

To learn more about VAT by region, see International Usage and Taxation.

4
  1. Click the radio button for Credit Card or Paypal.

    • If you selected Credit Card, type values for the following fields:

      Field
      Necessity
      Action
      Name on Card
      Required
      Type the name that appears on your credit card.
      Card Number
      Required
      Type the 16-digit number that appears on your credit card. American Express uses a 15-digit number.
      Expiration Date
      Required
      Type the expiration date for your credit card in the two-digit month and two-digit year format.

      CVC

      Required
      Type the three-digit number on the back of your credit card. American Express uses a 4-digit number found on the front of the credit card.
    • If you selected PayPal:

      1. Click Pay with PayPal.

      2. Complete the actions on the PayPal website.

All projects within your organization share the same billing settings, including payment method.

5
6

To learn more or to purchase Flex Consulting units from a representative, see MongoDB Flex Consulting.

Note

You must schedule consulting hours to use Flex Consulting units. When you purchase Flex Consulting, you receive a confirmation email with further instructions.

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