Support
Crunchy Data PostgreSQL for PCF Support
Crunchy Secure Enterprise Support is a consultative support service. You are not limited to issue resolution; we are here to help you avoid issues from the start. With unlimited incidents and access to the unmatched technical expertise of our engineers, we will help guide you through planning, deployment, and operation. If you submit your plans or designs to us for review, we will gladly provide you feedback as part of standard support.
If you are ever interested in consulting, training, or other services from Crunchy, please contact your account representative, info@crunchydata.com, or (843-737-6045). To request a proposal for a specific service, please email quote@crunchydata.com.
Contacting Crunchy Support
All of our support is provided by U.S. citizens located in the domestic United States. Each On Call Agent has experience administering, designing and developing PostgreSQL and is an active participant in the PostgreSQL community.
We are always looking to improve our support and welcome any feedback you or your team may have. Our Director of Support is available to talk with you at your convenience, just contact your Crunchy representative to setup a conversation.
Sending a new email to the support email address will always open a new ticket, rather than appending it to an existing ticket. To continue an already-active ticket thread, reply to an existing email from the system relevant to that thread.
Information to Include in Support Tickets
When communicating with the Crunchy Support team, please provide following information about your PCF PostgreSQL issue:
- Have you contacted PaaS administrator for logs?
- Please contact PaaS for logs before contacting Crunchy
- Include these logs as an attachment, where appliciable
- Is this a production outage or development environment?
- e.g.
Development
- e.g.
- What is the service instance name?
- e.g.
myService - Access with
cf services
- e.g.
- What is your PCF Org and Space?
- e.g.
Org: org_name, Space: space_name - Access with
cf target
- e.g.
- Version of the Service Tile
- e.g.
Tile Version 05.1122.022 - Access with
cf marketplace
- e.g.
- Description of problem and steps to replicate
General Questions
Crunchy Support is available to current customers only.
Customer Support Ticket Software
Crunchy uses OS Ticket as our trouble ticketing system. You can access your tickets through the web at https://support.crunchydata.com.
The system creates accounts for each user who sends a request to support@crunchydata.com. Crunchy Support will regularly register newly created accounts and send login credentials to new users which will enable them to login to the system. If you need credentials for a member of your team that does not yet have them, please contact your service manager or account manager and they will ensure they are created.
By default, tickets are only visible to the user who created them. If you would like to ensure multiple members of your organization are kept updated on a ticket, include their emails on the CC line in your initial email to support@crunchydata.com and the system will add them as collaborators upon ticket creation. Crunchy is happy to add additional collaborators to existing tickets. Simply make that request through the relevant ticket and Crunchy will add the user(s).