diff --git a/TOC-tidb-cloud-essential.md b/TOC-tidb-cloud-essential.md index 247091a305303..c2abec8ff0484 100644 --- a/TOC-tidb-cloud-essential.md +++ b/TOC-tidb-cloud-essential.md @@ -691,7 +691,7 @@ - Connected: IM Interaction for Support Tickets - [Interact with Support Tickets via Slack](/tidb-cloud/connected-slack-ticket-interaction.md) - [Interact with Support Tickets via Lark](/tidb-cloud/connected-lark-ticket-interaction.md) - - [Get Support](/tidb-cloud/tidb-cloud-support.md) + - [Work with the Support Team](/tidb-cloud/tidb-cloud-support.md) - FAQs - [TiDB Cloud FAQs](/tidb-cloud/tidb-cloud-faq.md) - [Glossary](/tidb-cloud/tidb-cloud-glossary.md) diff --git a/TOC-tidb-cloud-premium.md b/TOC-tidb-cloud-premium.md index f454c1c4df35f..603bab5929019 100644 --- a/TOC-tidb-cloud-premium.md +++ b/TOC-tidb-cloud-premium.md @@ -639,7 +639,7 @@ - Connected: IM Interaction for Support Tickets - [Interact with Support Tickets via Slack](/tidb-cloud/connected-slack-ticket-interaction.md) - [Interact with Support Tickets via Lark](/tidb-cloud/connected-lark-ticket-interaction.md) - - [Get Support](/tidb-cloud/tidb-cloud-support.md) + - [Work with the Support Team](/tidb-cloud/tidb-cloud-support.md) - FAQs - [TiDB Cloud FAQs](/tidb-cloud/tidb-cloud-faq.md) - [Glossary](/tidb-cloud/tidb-cloud-glossary.md) diff --git a/TOC-tidb-cloud-starter.md b/TOC-tidb-cloud-starter.md index 62957c37bf5a6..eb1674d149e24 100644 --- a/TOC-tidb-cloud-starter.md +++ b/TOC-tidb-cloud-starter.md @@ -702,7 +702,7 @@ - Connected: IM Interaction for Support Tickets - [Interact with Support Tickets via Slack](/tidb-cloud/connected-slack-ticket-interaction.md) - [Interact with Support Tickets via Lark](/tidb-cloud/connected-lark-ticket-interaction.md) - - [Get Support](/tidb-cloud/tidb-cloud-support.md) + - [Work with the Support Team](/tidb-cloud/tidb-cloud-support.md) - FAQs - [TiDB Cloud FAQs](/tidb-cloud/tidb-cloud-faq.md) - [{{{ .starter }}} FAQs](/tidb-cloud/serverless-faqs.md) diff --git a/TOC-tidb-cloud.md b/TOC-tidb-cloud.md index cb71af1d9ae8b..224bb8d4e0a8d 100644 --- a/TOC-tidb-cloud.md +++ b/TOC-tidb-cloud.md @@ -759,7 +759,7 @@ - Connected: IM Interaction for Support Tickets - [Interact with Support Tickets via Slack](/tidb-cloud/connected-slack-ticket-interaction.md) - [Interact with Support Tickets via Lark](/tidb-cloud/connected-lark-ticket-interaction.md) - - [Get Support](/tidb-cloud/tidb-cloud-support.md) + - [Work with the Support Team](/tidb-cloud/tidb-cloud-support.md) - FAQs - [TiDB Cloud FAQs](/tidb-cloud/tidb-cloud-faq.md) - [Glossary](/tidb-cloud/tidb-cloud-glossary.md) diff --git a/tidb-cloud/configure-maintenance-window.md b/tidb-cloud/configure-maintenance-window.md index 861e3a415af85..a1f0ecc11ea48 100644 --- a/tidb-cloud/configure-maintenance-window.md +++ b/tidb-cloud/configure-maintenance-window.md @@ -70,7 +70,7 @@ You can modify the start time to your preferred time or reschedule maintenance t 5. To reschedule a specific maintenance task, click **...** > **Reschedule** in the **Action** column, and choose a new time before the deadline. - If you need to reschedule the maintenance task beyond the deadline, contact [TiDB Cloud Support](/tidb-cloud/tidb-cloud-support.md#tidb-cloud-support) for assistance. + If you need to reschedule the maintenance task beyond the deadline, contact [TiDB Cloud Support](/tidb-cloud/tidb-cloud-support.md) for assistance. ## FAQs diff --git a/tidb-cloud/connected-care-detail.md b/tidb-cloud/connected-care-detail.md index e037efa18774a..dedc759a424df 100644 --- a/tidb-cloud/connected-care-detail.md +++ b/tidb-cloud/connected-care-detail.md @@ -107,22 +107,22 @@ This document provides detailed information about the [Connected Care](/tidb-clo Customer Resources - Documentations - Documentations - Documentations - Documentations + Documentation + Documentation + Documentation + Documentation - FAQ - FAQ - FAQ - FAQ + FAQs + FAQs + FAQs + FAQs - Community Workspace - Community Workspace - Community Workspace - Community Workspace + Community (Slack or Discord) + Community (Slack or Discord) + Community (Slack or Discord) + Community (Slack or Discord) TiDB.AI diff --git a/tidb-cloud/connected-care-overview.md b/tidb-cloud/connected-care-overview.md index 65ea9988b206e..a9cfedc52081f 100644 --- a/tidb-cloud/connected-care-overview.md +++ b/tidb-cloud/connected-care-overview.md @@ -67,11 +67,37 @@ The support plans in the Connected Care services introduce a completely new set With these new features, the Connected Care services offer you better connectivity, more personalized support, and cost-effective solutions for different customer needs. -- New **Enterprise** and **Premium** plans: connect customers with modern communication tools and advanced AI capabilities through advanced monitoring service in Clinic, IM subscription for TiDB Cloud alerts, IM subscription for ticket updates, AI chat in IM, and IM interaction for support tickets. +- New **Enterprise** and **Premium** plans: provide modern communication tools and advanced AI capabilities through advanced monitoring service in Clinic, IM subscription for TiDB Cloud alerts, IM subscription for ticket updates, AI chat in IM, and IM interaction for support tickets. -- New **Developer** plan: customers benefit from access to the same community and [TiDB.AI](https://tidb.ai/) assistance as the **Basic** plan, while also enjoying direct connections with unlimited access to technical support. +- New **Developer** plan: provides access to the same community channels ([Slack](https://slack.tidb.io/invite?team=tidb-community&channel=everyone&ref=pingcap) and [Discord](https://discord.com/invite/KVRZBR2DrG)) and [TiDB.AI](https://tidb.ai/) assistance as the **Basic** plan, along with direct connections and unlimited access to technical support. -- New **Basic** plan: customers will be guided to join the active community channels, where they can engage with other community members and interact with [TiDB.AI](https://tidb.ai/) for technical assistance. +- New **Basic** plan: you can join community channels ([Slack](https://slack.tidb.io/invite?team=tidb-community&channel=everyone&ref=pingcap) and [Discord](https://discord.com/invite/KVRZBR2DrG)) to engage with other community members and use [TiDB.AI](https://tidb.ai/) for technical assistance. + +## Support channels + +TiDB Cloud provides multiple support channels. The available options depend on the type of issue and your support plan. + +- Support tickets ([Help Center](/tidb-cloud/tidb-cloud-support.md)) + + Use this ticket-based channel for issues that require direct assistance from the TiDB Cloud support team. + + - [Billing and account tickets](/tidb-cloud/tidb-cloud-support.md#create-an-account-or-billing-support-ticket) are available to all TiDB Cloud users. + - [Technical support tickets](/tidb-cloud/tidb-cloud-support.md#create-a-technical-support-ticket) with guaranteed response times are available for paid support plans. If you do not have a paid support plan, use community channels for technical questions. + + The **Enterprise** and **Premium** support plans include the following enhanced capabilities. For more information, see [Connected Care Details](/tidb-cloud/connected-care-detail.md). + + - Faster response times with defined SLAs + - Real-time communication through IM-based support + - Proactive support programs, such as [Clinic](/tidb-cloud/tidb-cloud-clinic.md) + - Dedicated or named support roles, such as Technical Account Managers (TAMs) + +- Community ([Slack](https://slack.tidb.io/invite?team=tidb-community&channel=everyone&ref=pingcap) and [Discord](https://discord.com/invite/KVRZBR2DrG)) + + Use these open discussion channels to ask questions, share experiences, and get guidance from other users and PingCAP engineers. These channels are suitable for general questions, usage discussions, and non-urgent technical issues. + +- [TiDB.AI](https://tidb.ai/) + + TiDB.AI is an AI-powered assistant that answers common technical and documentation-related questions. It is suitable for quick and self-service help. ## Transition to Connected Care diff --git a/tidb-cloud/tidb-cloud-support.md b/tidb-cloud/tidb-cloud-support.md index cfac2666c559f..6c6d2b65208a0 100644 --- a/tidb-cloud/tidb-cloud-support.md +++ b/tidb-cloud/tidb-cloud-support.md @@ -1,11 +1,11 @@ --- -title: TiDB Cloud Support +title: Work with the Support Team summary: Learn how to contact the support team of TiDB Cloud. --- -# TiDB Cloud Support +# Work with the Support Team -TiDB Cloud offers tiered support plan offerings tailored to meet customers' needs. For more information, see [Connected Care Details](/tidb-cloud/connected-care-detail.md). +TiDB Cloud offers tiered support plans to meet your needs. This document describes how to submit support requests through the [PingCAP Help Center](https://tidb.support.pingcap.com/servicedesk/customer/portals). For more information about support plans, see [Connected Care Details](/tidb-cloud/connected-care-detail.md). > **Note:** > @@ -24,7 +24,7 @@ You can access the PingCAP Help Center via **Note:** > - > The [TiDB Cloud Technical Support](https://tidb.support.pingcap.com/servicedesk/customer/portal/6) entry is only available for customers subscribed to **Developer**, **Enterprise**, or **Premium** [support plans](/tidb-cloud/connected-care-detail.md). + > The [TiDB Cloud Technical Support](https://tidb.support.pingcap.com/servicedesk/customer/portal/6) entry is only available for **Developer**, **Enterprise**, or **Premium** [support plans](/tidb-cloud/connected-care-detail.md). If you are on the **Basic** plan, you can ask technical questions through the community channels on [Slack](https://slack.tidb.io/invite?team=tidb-community&channel=everyone&ref=pingcap) or [Discord](https://discord.com/invite/KVRZBR2DrG), where PingCAP engineers and community members provide guidance. 2. Click **Submit a request**.