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Support

Dedicated resources for your organization with up to a 30 minute response time
and 24×7 support from our expert team.

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Starburst Galaxy

Access live, 24/7 in-app support

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Starburst Enterprise

Open a ticket with our support team

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Starburst Community

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We’ve got your back

 

Proactive

Receive rapid support for break/fix and critical issues with our dedicated support team, available 24/7/365.

Expertise

Built by the creators of Trino, avoid common issues, learn config best practices, and access troubleshooting guides from the experts.

Committed

We are dedicated to ensuring exceptional experiences and delivering powerful products that align with your goals.

Support response times

 

Starburst Enterprise Support Offerings

Developer

Business

Premium

Amount of Support

Amount of Support

5 tickets/month via portal

Unlimited via portal

Unlimited via portal

Support Scope

Support Scope

Non-custom break/fix

Break/fix + general technical inquiries

Break/fix + general technical inquiries

Support Expert

Support Expert

Customer Support Engineer

Customer Support Engineer

Technical Support Engineer

Support Type

Support Type

Round Robin

Round Robin

Dedicated Expert

Updates & Patches

Updates & Patches

Support Portal

Support Portal

Portal user access

Portal user access

2

5

5 per BU

Documentation Resources

Documentation Resources

Reference documentation Community forum
Knowledge Base

Reference documentation Community forum
Knowledge Base

Reference documentation Community forum
Knowledge Base

Hours of Operation

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

SLAs - Initial Response

 

 

 

 

 

 

Sev 1

Sev 1

1 hour

30 minutes

SEP: 30 minutes

Sev 2

Sev 2

1 business day

4 hrs

SEP: 4 hrs

Sev 3

Sev 3

1 business day

8 hrs

SEP: 8 hrs

Sev 4

Sev 4

1 business day

1 business day

SEP: 1 business day

Upgrade ticket to Urgent

Upgrade ticket to Urgent

Priority Support Queue

Priority Support Queue

Onboarding Services

Onboarding Services

Scoped Separately

Scoped Separately

Scoped Separately

Account Management

Account Management

Sales/scaled

Account Team

Account Team

Professional Services & Education

Professional Services & Education

Scope Separately

Scope Separately

Scope Separately

Monthly Technical Check-in

Monthly Technical Check-in

Software update assistance

Software update assistance

Scoped Professional Services

Technical Support Engineer – supported version

Professional Services – unsupported version

Quick links

 

Documentation

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Forums

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Tutorials

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Academy

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Video Library

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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.

Support FAQs

Security and Trust Center

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