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DataStax Astra DB Serverless Documentation

    • Overview
      • Release notes
      • Astra DB FAQs
      • Astra DB glossary
      • Get support
    • Getting Started
      • Grant a user access
      • Load and retrieve data
        • Use DSBulk to load data
        • Use Data Loader in Astra Portal
      • Connect a driver
      • Build sample apps
      • Use integrations
        • Connect with DataGrip
        • Connect with DBSchema
        • Connect with JanusGraph
        • Connect with Strapi
    • Planning
      • Plan options
      • Database regions
    • Securing
      • Security highlights
      • Security guidelines
      • Default user permissions
      • Change your password
      • Reset your password
      • Authentication and Authorization
      • Astra DB Plugin for HashiCorp Vault
    • Connecting
      • Connecting private endpoints
        • AWS Private Link
        • Azure Private Link
        • GCP Private Endpoints
        • Connecting custom DNS
      • Connecting Change Data Capture (CDC)
      • Connecting CQL console
      • Connect the Spark Cassandra Connector to Astra
      • Drivers for Astra DB
        • Connecting C++ driver
        • Connecting C# driver
        • Connecting Java driver
        • Connecting Node.js driver
        • Connecting Python driver
        • Drivers retry policies
      • Connecting Legacy drivers
      • Get Secure Connect Bundle
    • Migrating
      • FAQs
      • Preliminary steps
        • Feasibility checks
        • Deployment and infrastructure considerations
        • Create target environment for migration
        • Understand rollback options
      • Phase 1: Deploy ZDM Proxy and connect client applications
        • Set up the ZDM Automation with ZDM Utility
        • Deploy the ZDM Proxy and monitoring
          • Configure Transport Layer Security
        • Connect client applications to ZDM Proxy
        • Manage your ZDM Proxy instances
      • Phase 2: Migrate and validate data
      • Phase 3: Enable asynchronous dual reads
      • Phase 4: Change read routing to Target
      • Phase 5: Connect client applications directly to Target
      • Troubleshooting
        • Troubleshooting tips
        • Troubleshooting scenarios
      • Additional resources
        • Glossary
        • Contribution guidelines
        • Release Notes
    • Managing
      • Managing your organization
        • User permissions
        • Pricing and billing
        • Audit Logs
        • Bring Your Own Key
          • BYOK AWS Astra DB console
          • BYOK GCP Astra DB console
          • BYOK AWS DevOps API
          • BYOK GCP DevOps API
        • Configuring SSO
          • Configure SSO for Microsoft Azure AD
          • Configure SSO for Okta
          • Configure SSO for OneLogin
      • Managing your database
        • Create your database
        • View your databases
        • Database statuses
        • Use DSBulk to load data
        • Use Data Loader in Astra Portal
        • Monitor your databases
        • Export metrics to third party
          • Export metrics via Astra Portal
          • Export metrics via DevOps API
        • Manage access lists
        • Manage multiple keyspaces
        • Using multiple regions
        • Terminate your database
      • Managing with DevOps API
        • Managing database lifecycle
        • Managing roles
        • Managing users
        • Managing tokens
        • Managing BYOK AWS
        • Managing BYOK GCP
        • Managing access list
        • Managing multiple regions
        • Get private endpoints
        • AWS PrivateLink
        • Azure PrivateLink
        • GCP Private Service
    • Astra CLI
    • DataStax Astra Block
      • FAQs
      • About NFTs
      • DataStax Astra Block for Ethereum quickstart
    • Developing with Stargate APIs
      • Develop with REST
      • Develop with Document
      • Develop with GraphQL
        • Develop with GraphQL (CQL-first)
        • Develop with GraphQL (Schema-first)
      • Develop with gRPC
        • gRPC Rust client
        • gRPC Go client
        • gRPC Node.js client
        • gRPC Java client
      • Develop with CQL
      • Tooling Resources
      • Node.js Document API client
      • Node.js REST API client
    • Stargate QuickStarts
      • Document API QuickStart
      • REST API QuickStart
      • GraphQL API CQL-first QuickStart
    • API References
      • DevOps REST API v2
      • Stargate Document API v2
      • Stargate REST API v2
  • DataStax Astra DB Serverless Documentation
  • Overview
  • Get support

Get support for Astra DB

This topic explains how to get support for your DataStax Astra DB database.

Check the status of Astra DB

Refer to the DataStax Astra DB Status page to review all statuses including any major disruptions that impact the Astra system as a whole.

Subscribe to updates

Stay up-to-date by subscribing to the Astra DB System.

  1. Open https://status.astra.datastax.com

  2. Click SUBSCRIBE TO UPDATES. Select an option to receive the updates:

    • Email: Get email notifications whenever Astra DB creates, updates or resolves an incident

    • Phone: Get text message notifications whenever Astra DB creates or resolves an incident

    • Slack: Get incident updates and maintenance status messages in Slack

    • Webhook: Get webhook notifications whenever Astra DB creates an incident, updates an incident, resolves an incident or changes a component status

  3. The Subscriber page appears. All individual component boxes are checked automatically.

    1. You can minimize the Components list using the down arrow next to each Component name.

    2. Optionally, click Select none to remove all checks from each box.

  4. Review the options and check the box to select your choices. For example, if you only want to see results for the Astra Classic DB, check that box. If you do not want to see the results for AWS ec2-eu-west-1, uncheck that AWS region.

  5. Click Subscribe if this is your first subscription, or Save if making updates to your subscription.

When your subscriptions are complete, a confirmation messages appears at the top of your screen.

Scroll down the page to review any past incidents, which are separated by plan. For example, if you have both Serverless and Classic option, both Serverless and Classic past incidents appear on this page.

To receive Email/text messages, make sure the necessary settings are enabled. Text message subscriptions are only enabled for Astra DB paid plans. You cannot configure these messages until you activate your database with a paid plan.

Optionally, click View historical uptime to see the number of incidents for a given month.

Submit a support ticket

Only paid organizations are able to submit support tickets.

We want to provide as much support as possible. If an alert or incident is identified, submit a Support Ticket to get help.

  1. Open Astra DB and select the Help Center.

    The Help Center panel opens with various links.

  2. Click Submit a Ticket.

    You will be be redirected to the DataStax Support portal.

  3. Select Submit a Case.

  4. Complete the fields. Required fields are marked with an asterisk.

  5. Add any attachment necessary to help describe your situation.

  6. When you are finished, click Create.

When to escalate a support ticket

Some situations are more critical than others and require direct attention. Examples of these situations include:

  • A complete loss of service or you cannot continue with regular operations for an unknown reason

  • Production systems have crashed

  • Production system that is suspended indefinitely

For these situations set the Priority to Urgent. If you prefer to speak with us, click Live Chat. We are ready to help. To help us better understand the issue, you can add an attachment such as a GIF file.

Astra DB glossary Getting Started

General Inquiries: +1 (650) 389-6000 info@datastax.com

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