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.
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Click SUBSCRIBE TO UPDATES. Select an option to receive the updates:
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Email: Get email notifications whenever Astra DB creates, updates or resolves an incident
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Phone: Get text message notifications whenever Astra DB creates or resolves an incident
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Slack: Get incident updates and maintenance status messages in Slack
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Webhook: Get webhook notifications whenever Astra DB creates an incident, updates an incident, resolves an incident or changes a component status
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The Subscriber page appears. All individual component boxes are checked automatically.
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You can minimize the Components list using the down arrow next to each Component name.
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Optionally, click Select none to remove all checks from each box.
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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.
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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.
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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
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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.
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Open Astra DB and select the Help Center.
The Help Center panel opens with various links.
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Click Submit a Ticket.
You will be be redirected to the DataStax Support portal.
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Select Submit a Case.
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Complete the fields. Required fields are marked with an asterisk.
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Add any attachment necessary to help describe your situation.
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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:
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A complete loss of service or you cannot continue with regular operations for an unknown reason
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Production systems have crashed
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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.