TiDB Cloud Support

TiDB Cloud offers a free basic support plan for each user and you can upgrade to a paid plan for extended services.

The information of each support plan is available on the support page of the TiDB Cloud console. To access the page, see Check or upgrade your support plan.

Request support

You can request support for your clusters, projects, and organizations. After receiving your request, the support team will contact you via email.

Request support for a cluster

You can request support for a cluster in either of the following ways:

• On the Clusters page of your project, click ... in the row of your cluster and select Get Support.

• On your cluster overview page, click ... in the upper-right corner and select Get Support.

Request support for a project or organization

You can request support for a project or organization in either of the following ways:

• In the lower-right corner of the TiDB Cloud console, click Help.

• In the upper-right corner of the TiDB Cloud console, click Support > Create New Case.

  You need to provide your organization ID in the request. To find the ID, click Organization in the upper-right corner and click Organization Settings.

Check your submitted request

After you have submitted a request, to check the status of your request, perform the following steps:

1. On your TiDB Cloud console, click Support in the upper-right corner of the top navigation bar, and click View Support Plan. The support page is displayed.

2. In the Request Support area, click View Support Portal. The My request page is displayed.

   On the My request page, you can view the status of your request.

Alternatively, you can also access the Customer Support page, log in to the support portal, and then click View my requests.

Check or upgrade your support plan

To check or upgrade your support plan, perform the following steps:

1. On your TiDB Cloud console, click Support in the upper-right corner of the top navigation bar, and click View Support Plan.

   The support page is displayed. On this page, you can see your Current Plan. By default, the Basic free plan is selected.

2. Choose your desired support plan.

   • Upgrade to Standard
   • Upgrade to Enterprise or Premium

   To upgrade to Standard:

   1. Click Select Plan in the Standard pane. A Finish and Start Using Support page is displayed.

   2. Check the billing information in the lower-left corner of the page.

   3. Add your payment information in the Billing Profile and Credit Card areas.

      For more information about billing, see TiDB Cloud Payment Method.

   4. Click Confirm and Start Using Support in the lower-right corner of the page.

   After the payment is finished, you have upgraded your plan to Standard.

   To upgrade your plan to Enterprise or Premium:

   1. Click Contact Sales in the Enterprise or Premium pane. A Contact Us page is displayed.
   2. Fill in and submit your contact information on the page. Then, the support team will contact you and help you with your subscription.

Downgrade your support plan

To downgrade your support plan to Basic, perform the following steps:

1. On your TiDB Cloud console, click Support in the upper-right corner of the top navigation bar, and click View Support Plan.
2. At the bottom of the Support page, click Downgrade to basic plan.