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 timezone 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.
Production Support
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 respond to you as soon as possible, but please allow up to 1 business day.
Premium Support (Enterprise)
Business Hours: 0800–1600, Mon–Fri (US Pacific Time, UTC-8)
Response Times:
- P0: 2 business hours
- P1: 6 business hours
- P2: 2 business days
Onboarding & Success:
Development and optimization guidance
Channels:
- Private Slack channel
- Docs
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
If you’re interested enabling Premium Support, please contact us by clicking Support in the Hydra dashboard.