Ahana Cloud for Presto Service Support Tiers
Ahana Cloud is a cloud-native managed Presto service which comes with a 99.9% uptime SLA guarantee. In addition, Ahana technical support engineers are available for case-based Presto support. Ahana provides a Standard support tier and a free tier.
For higher enterprise support tiers, contact Sales at hello@ahana.io
Commercial Support for Presto
To help you run and operate Presto, Ahana provides technical help & case-based support of your open source container or AMI-based PrestoDB clusters deployed on AWS – no vendor lock-in or proprietary software license required
Support Matrix
| Support Level | Standard Tier | Free Trial |
| P1 – Blocker Failure due to an error that causes complete loss or severe outage of the Ahana Cloud, resulting in an application being down or non-operational, or customer data is lost or destroyed and no workaround exists. | Response Time: 4 hours Support Hours of Operation: 24hrs x 7 days/week* | Best effort support available via Ahana community channels only. |
| P2 – Critical Failure due to an error that causes partial loss of the Ahana Cloud impacting business operations. Operations can continue in a restricted fashion and a workaround may be used to restore functionality. | Response Time: 8 hours Support Hours of Operation: 24hrs x 7 days/week* | Best effort support available via Ahana community channels only. |
| P3 – Major Failure caused by non-critical errors, where no data has been lost and the system has not failed. The error does not prevent normal operation, or the situation may be temporarily circumvented using an available workaround. | Response Time: 1 business day Support Hours of Operation: Mon-Fri* 9am – 5pm Local Time | Best effort support available via Ahana community channels only. |
| P4 – Minor Non-critical errors, general questions, requests for enhancements to the Software. | Response Time: 5 business days Resolution Time: 1 month Support Hours of Operation: Mon-Fri* 9am – 5pm Local Time | Best effort support available via Ahana community channels only. |
* Support channels include: online self-service via the Ahana Cloud Control Plane, Zendesk ticketing, email or phone.
Free 14-day trial, no credit card required