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Helpful Resources
Cockroach University
Free courses and certifications to build your CockroachDB skills.
Visit Cockroach University →Documentation
Official CockroachDB docs — guides, references, SQL syntax, and tutorials.
Browse Documentation →How to Open a Support Ticket
What to include for the fastest resolution — data, timelines, and close criteria.
Read the Guide →Understanding Priority Selection
Why some priority levels may be unavailable, and what that means for your request.
Learn More →SLAs & Support Policies
Response times, service hours, priority definitions, and what's covered under your plan.
View Support Policy →Release Support & Version Policy
What "out of support" and "best effort" mean in the version picker, and how to stay current.
View Release Policy →Browse FAQs
How do I open a support ticket?
Go to Submit a Request and fill out the form. For the fastest resolution, include: a clear description of the issue, the CockroachDB version and deployment type (Cloud or Self-Hosted), any relevant logs or EXPLAIN ANALYZE output, the timeline of when the issue started, and your desired close criteria so we know when the issue is resolved.
How do I choose the right priority level?
Priority levels are based on business impact:
- P1 (Outage) — Production system completely unavailable or seriously degraded with no workaround; pages Support immediately and requires a 24/7 commitment from both sides.
- P2 (Severe) — Critical system impacted with significant business risk and no workaround.
- P3 (Moderate) — System impacted but operating within acceptable levels, or a workaround exists.
- P4 (Low) — Non-critical issues, general questions, or enhancement requests.
If the priority field isn't available when you submit a ticket, your organization doesn't have a support contract that includes priority selection — all tickets default to P4. See Understanding Priority Selection for details.
What are CockroachDB's support SLAs?
Response times depend on your subscription tier and ticket priority:
- Essentials Subscription — Support Monday–Friday, 09:00–18:00 ET.
- Enterprise Subscription — Extended coverage Monday 04:00 UTC through Saturday 00:00 UTC, plus faster initial response times (e.g., 30 minutes for P1 vs. 1 hour on Essentials).
Credit card-only customers without a support contract have all tickets designated as P4. Full response time targets and definitions are in our Support Policy.
What does "out of support" mean for my CockroachDB version?
CockroachDB versions go through three phases: GA (full support), Maintenance (critical fixes only), and End of Life (best-effort only). If your version shows as "out of support" in the ticket form, we'll still try to help but may ask you to reproduce the issue on a supported version. We recommend upgrading to stay within the support window. See the Release Support Policy for timelines.
