MongoDB Enterprise includes consultative, proactive support from the same engineers who build the database. We partner with you not only to bring your applications to market faster with lower cost, effort and risk, but also to ensure they run smoothly in production.
We Ensure Your Success
Our team is responsible for ensuring your success. The services you receive extend beyond break/fix support. Through our partnership, you benefit from a technical support team that is:
Engaged - From the beginning of development to your production release to updates and scaling out, our support engineers guide you at every stage of your application lifecycle. No matter what time zone you operate in, our global team is available 24/7, 365 days a year to assist you.
Consultative - Over a series of conversations with your team, we discuss the business goals you want to achieve with MongoDB, deliver a plan to help you meet those goals, and schedule periodic check-ins. We help you with everything from determining the right schema design to modeling a scalable systems architecture.
Authoritative - We are the MongoDB experts. Our support teams have direct access to the development teams who build and test our database, which means our ability to provide timely issue resolution is unmatched. Each support engineer goes through a rigorous training process. Typically, we do not allow our support staff to handle tickets alone until after 9 months of training, shadowing, and assisting on existing tickets.
Proactive and Predictive - We don’t just answer support tickets. We engage with you early and often. Using account and system health signals aggregated from multiple sources -- such as MongoDB Management Service (MMS) and the Customer Success Program -- we file support issues on your behalf. By monitoring your deployments, isolating potential issues and preventing them before they occur, we help you optimize your database and stay online.
Comprehensive - Unlike most other support organizations for database companies, we do not stop at the database. We advise you on the servers, storage, network and all components that make up your MongoDB stack to make sure that when you run MongoDB, you are successful -- even if your issue turns out to be unrelated to MongoDB.
SLAs and Availability across MongoDB Enterprise Tiers
|SLA||4 hours||1 hour||30 minutes|
|Support Hours||9am - 6pm Local, M-F||24 x 365||24 x 365|