Resources
Support
Hydra Support is available by clicking Support from the Hydra dashboard.
Information to provide
When contacting support with a specific issue, please provide the date, time, and time zone of the issue, and a link to the Hydra project experiencing the issue.Community Support & Documentation
The best channels for open source and Hydra Development users are Discord, Github issues, and Github discussions. Our founders, engineering, sales, and account management folks are in Hydra discord as well as the pg_duckdb channel in DuckDB’s discord server.Support, Local Development Tier
Business Hours: 0800–1600, Mon–Fri (US Pacific Time, UTC-8) Hydra Support is available during US business hours, and our staff are notified by email outside of business hours. We will make the best effort to respond to your support request.Support, Hosted Tier
Response Times
Response Times
Business Hours: 0800–1600, Mon–Fri (US Pacific Time, UTC-8)
- P0: 2 business hours
- P1: 6 business hours
- P2: Best effort
Definitions
Definitions
Initial response means acknowledgement via the Support ticket that Hydra is aware of the issue and actively working on it. Only applicable requests filed via Hydra’s official support channel. Initial response time is our P95 expectation, not an SLA.P0 - Production down: unavailable or significantly degraded service with major customer impact.P1 - Service impaired: degraded service on production or dev / test database with milestones at risk.P2 - General guidance: questions or issue that is not impacting the service availability or functionality
Channels
Channels
- Private Slack channel
- Documentation