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In case of emergency, technical support requests are accepted by phone (+82-2-2082-1114 / 1899-0028). The ALTIBASE HDB Technical Support Center provides 24/7/365 support to respond to customer needs at any time. If you prepare in advance, you can respond quickly. Prerequisites: Maintenance support number (SID)Product VersionComputer operation system and operating environmentDetails of the error (exact content of the error message)What caused the problem and what procedure was taken to resolve the problem

Technical support requests are accepted by phone (+82-2-2082-1114 / 1899-0028) or Technical Support Center Product support and technical support are provided to customers with our Support Subscription contract.Altibase will also provide simple answers for customers who use Altibase for free.For customers who have signed a subscription contract, please provide the following information:Maintenance support number (SID)Product VersionComputer operation system and operating environmentDetails of the error (exact content of the error message)What caused the problem and what procedure was taken to resolve the problemWhen requesting technical support, Altibase will respond quickly if you prepare the following information.

You can check the progress of your technical support request at the Technical Support Center. (https://support.altibase.com/en/)The support portal provides current progress and support history, and answers to customer requests.You may also check technical information such as FAQs, Q&As, manuals, and release notes on the support portal.

Altibase’s top-notch engineers and developers provide services for the stable operation of customer service systems.Altibase services include product support and technical support.Product support and technical support are provided as standards to customers who have signed a subscription contract with us.Product SupportAltibase Product support includes upgrades and patches.Patches - Inconsistencies caused by the application of new technologies or operating system changes are adjusted and provided in units of modules.Upgrades - A new version is provided to improve the function and performance of the existing program. This is classified into Major / Minor upgrades.Technical SupportIn addition to product support, technical support is provided below:Support for first-time Installation of Altibase ServerSupport Portal for Paid Account PaymentFast response to inquiries and day-to-day skills via the Support Portal, phone, and emailAssistance in resolving urgent issues such as operating system failuresInspection support to prevent operating system failures in advance

Does Altibase provide global technical support?Yes. Altibase has offices and partners around the world to provide 24/7/365 customer service.Global Support Structure of Branch and Partners’ NetworkAltibase has over 20 years of experiences supporting customers on a global scale. These experiences have helped Altibase fine tune its support processes and guarantee maximum availability for its clients. Altibase’s typical support process for global customers is depicted visually below:Collaborative SupportAltibase provides quick and easy collaborative support to respond to urgent requests from clients through its global coverage as well as Altibase HQ. Altibase’s typical support and escalation process is depicted visually below:

Does Altibase provide health check services?Yes. Altibase provides preventative health check services to ensure maximum availability and performance for your Altibase implementation.Health Check ServicesCategoryDescriptionSystemMonitoring of storage, memory, CPU, and networkPerformanceI/O activity, buffer area statistic, replication status, frequently used queries analysisTrace log file analysis, plan cache statistic, session status, service-thread analysis, etc.DBMSDatabase properties, tablespace utilization rate, replication statusHealth Check ReportAltibase provides detailed health check reports to its customers upon request. These health checks are critical to maintaining a healthy database environment. Even in the absence of serious issues that may cause unexpected downtime, health checks are also important for the purpose of performance tuning and guaranteeing that server hardware is being utilized efficiently. In addition, Altibase support engineers that inform issues such as poorly tuned SQL queries or inefficient schema designs can make helpful recommendations to improve the overall performance of the solution.Example:During a health check service at a client system, Altibase’s support team detected a serious risk that could have caused a critical system failure due to abnormal increases in data size. Thanks to Altibase’s in-depth review of the client’s systems, the client was able to avoid potentially catastrophic database downtime that could have resulted in enormous financial losses.

How can I solve the emergency critical problems?Urgent issues can be investigated and solved through our Remote Altibase DBA. For critical issues, Altibase engineers will make every effort to resolve your problems as quickly and efficiently as possible.Remote Altibase DBARemote access support is a kind of online support via an Internet-based remote access/control program. Review your business and technical requirementsProvide guidance on your architecture and designInstall Altibase softwareImplement the database schemaLoad or migrate data from your existing systemMake recommendations for your deployment and operationsRemote Altibase DBA Resolution GoalEmergency LevelDescriptionResolution Goal1(Critical)In the event that a major malfunction causes a critical impact on the customer’s businessIn the event that the database operations are completely non-functionalIn the event that a problem must be resolved immediately24 Hours2(High)In the event that frequent instability affects the customer’s businessIn the event that the main functions are not fully functionalIn the event that the performance of database is degraded48 Hours3(Medium)In the event that an incident has a limited impact on the customer’s business3 Business Days4(Low)In the event that an incident does not impact the customer’s businessIn the event that a client has general questions regarding Altibase’s products5 Business Days