Support services

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Notice: EDB will no longer offer the Hosted Cloud Service option for new customers. However, support will remain available for existing customers of the EDB Hosted plan. The associated documentation topics will soon be removed, and updates regarding the removal process will be shared as they become available. The 'Your Cloud Account' option will continue to be available.

Contact Us

For the most efficient support, we recommend visiting our support portal at https://techsupport.enterprisedb.com/. Please sign in with your EDB account and create support tickets under the Cloud Subscription category.

Alternatively, you can reach our support team via email at: techsupport@enterprisedb.com.

Case severity level

Level	Description
Severity 1	The cloud service is down, or there's an error with critical impact on your production environment. Covers urgent problems including database service outage, data loss, and cluster provisioning failure.
Severity 2	There's a cloud service error or an issue significantly impacting your production environment. The system is functioning but in a severely reduced capacity. Covers problems including database service interruption and backup failures.
Severity 3	There's an error or issue that doesn't have a significant impact on your production environment. Covers problems including API issues, monitoring metrics, and logging issues.
Severity 4	General questions, inquiries, or nontechnical requests.

Best practices

Email Allow List: To ensure you don't miss important communications from our Cloud Service Support team, please add techsupport@enterprisedb.com to your email allowed list.
Support Portal Access: If you are unable to access the Support Portal, please contact your EDB administrator. They have the necessary permissions to manage access for you.