FAQ
What is a ticket?
A Support Ticket is an Individual request from you to our CouchDB Support Team. You let us know about a concrete problem with your CouchDB and we are working on a solution with you. Tickets are distinguished regarding priority and topic, which results in a task for the TNH Support Team. There is a distinction between "Production Tickets" and "Development Tickets".
Examples for "Production Tickets":
- Server failure / Troubleshooting
- Live upgrade monitoring
Examples for "Development Tickets":
- „Best practices“ Review
- Data design for CouchDB
- Check if the used CouchDB version is eligible for an upgrade Incoming requests can be split into multiple tickets as needed by the TNH team if they contain different topics and tasks.
Priority Level
"Production Tickets" in principle have a higher priority than "Development Tickets". After a request has been received by TNH, the resulting tickets will be divided into the following priority levels:
| Priority level | Ticket category | Description |
|---|---|---|
| Urgent | Production Ticket | Production is disrupted, server failure. The service is either not available at all or an entire feature does not work anymore. |
| High | Production Ticket | Very limited service, even irregular service or reduced quality of service. |
| High | Development Ticket | A development ticket can be classified as "high" in order to make the client's priority clear to TNH. However, the classification does not affect reaction or solution times due to TNH. |
| Medium | Production and Development Ticket | General inquiries, product questions, feature requests, and development issues that are considered more relevant to the customer than others. |
| Low | Production and Development Ticket | General inquiries, questions about the product, feature requests and development questions. |
What about the security of CouchDB Support and Services?
Inspection
We have no direct access to your data, and you have complete control over all code that is run and all data that is transmitted to us. You will be required to run a small node.js application to gather diagnostic data and statistics from your database. This saves you having to give us direct access to your machines, and allows you to review exactly which data we will receive from you. The application itself does not transmit any data, but only produces a zipped JSON file which you can inspect before sending it to us. You will receive this collector program as soon as the order and the contract have been processed.
Architecture Review
For our CouchDB Inspection you will be required to run a small node.js application to gather diagnostic data and statistics from your database. This saves you having to give us direct access to your machines, and allows you to review exactly which data we will receive from you. The application itself does not transmit any data, but only produces a zipped JSON file which you can inspect before sending it to us. You will receive this collector program as soon as the order and the contract have been processed.
Development and Production Support
When we offer Apache CouchDB Support or CouchDB Consulting, you grant us regular access to your company's and/or your customer's databases and local systems. We use this data exclusively for the purpose of fulfilling the contract and also evaluate the communication of access data or the direct transmission of such data to us as consent to the collection, processing and use.
What kind of additional information do you need for an Architecture Review?
For our CouchDB Architecture Review we need additional information on your system and infrastructure. As soon as your order is through we are sending you forms in which we ask you to provide us the required information.
If you need help answering our questions and collecting the requested information you can of course book three Development Tickets in advance and get help from our CouchDB Support Team.