Support & SLA
Support that comes with the platform. Not as an afterthought.
Tessell provides dedicated engineering support from your first proof of concept through production - across every engine, every cloud, every configuration. When something goes wrong, Tessell takes the first call.
15-min Sev-1 response . 99.99% uptime SLA
4.6
Gartner Customer’s Choice 2025Cloud Database Management Systems
Gartner Cool Vendor 2025Data Management
The Tessell support difference
The Tessell support difference
Most managed database services hand you a ticketing system and a knowledge base. Tessell gives you a dedicated engineering team that knows your environment.
Dedicated from day one
The same engineers who support your POC support your production environment. No handoffs, no re-explaining your architecture.
Three-way resolution
When Oracle or cloud infrastructure is involved, Tessell works directly with the vendor on your behalf. You get one point of contact, not three.
24x7x365 for mission-critical workloads
Severity 1 and 2 issues never wait for business hours. 15-minute response time for Sev-1, 2-hour response for Sev-2 on the Mission-Critical plan.
Proactive monitoring
Tessell monitors database services 24x7 and alerts on anomalies before they become incidents. Personnel commence work on issues requiring manual intervention without delay.What Customers Say
4.6 average rating · Gartner Peer Insights Strong Performer 2025Hands-on support, every time
The Tessell portal is really nice. Piyush from Tessell is also always ready to support me with any concerns or lack of permissions.5.0
IT Services AssociateHealthcare and Biotech
24/7 SRE support, daily operations made easier
The overall setup of the Tessell env is well documented and the GUI is very user friendly. Their 24/7 support with the SRE model makes daily operations life easier.5.0
Cloud Engineer Energy and Utilities
Easy integration, 24/7 engineering support
Tessell is easy to integrate into any cloud or on-premises environment. And Tessell has 24/7 support for any issue or guidance with great engineers.5.0
IT Services Associate IT Services
Gartner.Peer Insights.
4.6
SUPPORT PLANS
Choose the plan that fits your operational requirements
STANDARD Business-hours support, included with every subscription.Get Started
Included with every Tessell subscription.
RESPONSE TIMES
12 hoursSEV-1
18 hours SEV-2
24 hours SEV-3
48 hoursSEV-4
9am - 6pm local time, business days
Ticketing system
One-click reporting via GUI
Chat support
Multi-cloud support
Automated updates, bug fixes, and patches with zero database impact
PREMIUMFaster response and phone support, still business hours.Get Started
10% of spend
or $1,000/month -whichever is higherRESPONSE TIMES
2 hoursSEV-1
6 hoursSEV-2
12 hoursSEV-3
24 hoursSEV-4
9am - 6pm local time, business days
Everything in Standard, plus:
Phone support for critical cases
MISSION-CRITICAL
18% of spend
or $2,500/month, whichever is higherRESPONSE TIMES
15 minSEV-1
2 hoursSEV-2
12 hoursSEV-3
24 hoursSEV-4
24x7x365 for Sev-1 and Sev-2. Business hours for Sev-3 and Sev-4.
Everything in Premium, plus:
24x7x365 support for Sev-1 and Sev-2
Dedicated SRE team
Technical account management
SEVERITY DEFINITIONS
How Tessell classifies incidents
Sev 1CRITICAL
Production system down or impaired to the extent it is directly impacting the businessChannels
- Dedicated Phone
- Tessell Console
Sev 2HIGH
Production system up but impaired or degraded - further impact possible if not addressedChannels
- Tessell Console
Sev 3MEDIUM
Primary system functioning, but a secondary function is impacted. No BAU impact expectedChannels
- Tessell Console
Sev 4LOW
Request for technical information, feature request, or general guidanceChannels
- Tessell Console
Response time is the time Tessell support personnel begin working on the request. Resolution time varies based on complexity and root cause.
Business days: Monday through Friday, excluding public holidays as declared by the federal or central government.
PLAN COMPARISON
What each plan includes
Frequently Asked
Questions
Questions
Yes. Every subscription includes the Standard plan. Premium and Mission-Critical add faster response times, phone support, and, on Mission-Critical, a dedicated SRE team and technical account management.
Yes. The same engineers who support your proof of concept support your production environment, so nothing is handed off when you go live.
On the Mission-Critical plan, 15 minutes for Sev-1 and 2 hours for Sev-2, 24x7x365. Standard and Premium carry longer targets during business hours.
Tessell takes the first call and works directly with the vendor on your behalf, so you have one point of contact instead of three.
A 99.99% uptime SLA, available across every plan.
Tessell monitors your database services 24x7 and alerts on anomalies before they become incidents, beginning work on anything that needs manual intervention without waiting for you to report it.
On the Mission-Critical plan, yes, a dedicated SRE team and a technical account manager who know your environment.
Sev-1 issues have a dedicated phone channel on the Mission-Critical plan, with 24x7x365 coverage.
Not sure which plan is right for your environment?
We will review your workload requirements and recommend the right support tier, no obligation.
The numbers speak for themselves
Proven Oracle Migration at Enterprise Scale
Fortune 250 US Transportation Company
North American Transportation & Logistics500+Oracle databases migrated to Azure
$5.7MEstimated infrastructure savings
−40%Lower infrastructure costs
Fortune 500 Energy Company
International Oil, Gas, and Renewables Operator700+Databases migrated from OCI & on-prem to Azure
€1.45MAnnualized savings
65%Operational efficiency improvement
Global Professional Services Firm
Insurance, Risk and Advisory Leader33Data centers exited
4 monthsAhead of schedule
0s / 30sRPO / RTO
$1.5BModernisation programme enabled
