Service Overview

Our Database Service is a subscription-based service, hosted in the Cloud. We take care of managing your cluster services, and you can focus on working with our scalable, dual-engine database.

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Service Availability

Splice Machine’s target Service availability commitment is 99.9% per calendar month, excluding scheduled downtime. You can expect the following:

  • Splice Machine will deliver product updates with minimal, scheduled downtime.
  • Splice Machine can recover your database from a stored backup after receiving your request to do so.
  • Splice Machine can resize your cluster with minimal downtime.

Support for Your Service

Splice Machine provides two support options, as shown in the following table:

Support Type Pricing Support Feature Description Details
Standard Support Free Coverage Hours Monday-Friday
9am-6pm Pacific time
(subject to local holidays)
System Impaired Significant issues with speed, quality, or funtionality of Service. < 12 business hours
Other Issues General queries and guidance requests < 24 business hours
Business Support

As per contract

Includes SLA

Coverage Hours 24 hours a day, 7 days a week, 365 days a year  
Production System Down Complete loss of Service on Production cluster. < 1 hour
Production System Impaired Significant issues with speed, quality, or funtionality of Service on Production cluster. < 4 hours
Production System Down Significant issues with speed, quality, or funtionality of Service on non-production cluster. < 12 hours
Other Issues General queries and guidance requests < 24 business hours

Service Level Agreement (SLA)

Our business support agreement includes a Service Level Agreement (SLA) that specifies our commitment to a target Service availability of 99.9% per calendar year, excluding scheduled downtimes.

Service Terms

Subscription fees are payable monthly in advance on the 1st of the month, pro-rated for any partial months. We’ll charge your credit card or withdraw payment by ACH on the first of each month, until your service is cancelled. See your license agreement for more details.