At dbWatch, we provide a structured support program tailored to meet the varying needs of our customers. Our three support tiers—Professional, Advanced, and Premium—offer progressively greater levels of access, responsiveness, and personalized service.
This document outlines each support level, key expectations, and the conditions under which our support is delivered.
Have basic coverage that comes automatically with dbWatch.
What’s included:
* Please read the ‘ticketing support’ below for exact turn-around times.
Three technical support sessions, to fix your database problems.
What’s included:
* Please read the ‘ticketing support’ below for exact turn-around times.
Six technical support sessions and phone support all day, every day.
What’s included:
* Please read the ‘ticketing support’ below for exact turn-around times.
Professional Support is included in the base license and is ideal for customers who need basic assistance and a standard response time. This tier provides email ticketing support, where questions are submitted.
You can expect answers within three working days. Customers also receive a yearly one-to-one customer support session focused on usage guidance and best practices.
Advanced Support is intended for customers who require a more hands-on approach. In addition to everything offered in Professional Support, you’ll have three one-to-one technical support sessions per year. These technical sessions offer direct, expert-level troubleshooting and configuration guidance.
Advanced Support is available for an additional fee; please refer to the pricing page for an exact estimate.
Premium Support is designed for organizations that require the highest level of support. Customers receive email ticketing support with a guaranteed response within one working day. For urgent issues submitted during business hours, responses are delivered within three hours.
Premium Support includes up to six technical support sessions per year, with scheduling priority. Like Advanced Support, this tier includes 24/7 phone support through a dedicated number and a dedicated client contact. The expert-driven health check is also available to Premium customers and requires a minimum of two weeks’ notice to book.
Premium Support is available for an additional fee. Please see the pricing page for an exact estimate.
Our support services operate during standard Norwegian business hours, from 09:00 to 16:00 CET, Monday through Friday.
Support is unavailable on Norwegian public holidays, and all stated response times refer to business days within these hours. Please take time zone differences into account when submitting support requests.
Norwegian Public Holidays:
On these holidays, response times are paused and will resume on the next working day.
In Norway 800 80 911
Outside of Norway +47 800 80 911
During a health check a technical database specialist looks at your environment.
They check the configuration of dbWatch, suggest improvements and note where to apply best practices.
You’ll discuss your specific use case and see how to get the best value out of the product based on your needs.
Typically a session lasts one to two hours.
Currently, we do not offer individual, pay-as-you-go technical support sessions outside of the support tiers. However, customers with urgent needs are encouraged to upgrade to Advanced Support. A flexible, pay-per-session model may be introduced in the future if sufficient demand arises.
+47 22 33 14 20 (Oslo)
dbWatch AS
Nedre Slottsgate 4M
0153 Oslo, Norway
