Dedicated resources for your organization
with up to a 30 minute response time and 24×7 support from our expert team
Support response times
Starburst Enterprise Support Offerings
Amount of Support
5 tickets/month via portal
Unlimited via portal
Unlimited via portal
Support Scope
Non-custom break/fix
Break/fix + general technical inquiries
Break/fix + general technical inquiries
Support Expert
Customer Support Engineer
Customer Support Engineer
Technical Support Engineer
Support Type
Round Robin
Round Robin
Dedicated Expert
Updates & Patches
Support Portal
Portal user access
2
5
5 per BU
Documentation Resources
Reference documentation Community forum
Knowledge Base
Reference documentation Community forum
Knowledge Base
Reference documentation Community forum
Knowledge Base
Hours of Operation
Sev 1: 24x7x365
Sev 2, 3 & 4: 9am – 6pm Local M-F
Sev 1: 24x7x365
Sev 2, 3 & 4: 9am – 6pm Local M-F
Sev 1 & 2: 24x7x365
Sev 3 & 4: 9am – 6pm Local M-F
SLAs - Initial Response
Sev 1
1 hour
30 minutes
SEP: 30 minutes
Sev 2
1 business day
4 hrs
SEP: 4 hrs
Sev 3
1 business day
8 hrs
SEP: 8 hrs
Sev 4
1 business day
1 business day
SEP: 1 business day
Upgrade ticket to Urgent
Priority Support Queue
Onboarding Services
Scoped Separately
Scoped Separately
Scoped Separately
Account Management
Sales/scaled
Account Team
Account Team
Professional Services & Education
Scope Separately
Scope Separately
Scope Separately
Monthly Technical Check-in
Software update assistance
Scoped Professional Services
Technical Support Engineer – supported version
Professional Services – unsupported version
Quick links
We are the experts
Starburst Support is backed by an extensive knowledge base, curated and developed by the very creators of Trino (formerly Presto® SQL). Our in-house expertise ensures you receive unparalleled support, benefit from strategic guidance, and experience solutions tailored to your specific needs. Wherever you are on your journey with Starburst, our Support team provides the critical SLA driven engagement to ensure your production up-time.
Today, the same creators, along with Starburst’s development team, continue to drive innovation and excellence across our platforms, while also contributing the highest number of commits to the Presto® and Trino codebases. We know the technology inside and out because we built it. Learn more about our team and how we help organizations accelerate and optimize their data lake strategy today.
