-
Notifications
You must be signed in to change notification settings - Fork 18
Commit
This commit does not belong to any branch on this repository, and may belong to a fork outside of the repository.
update MD by dispatch event pingcap/docs release-8.1
- Loading branch information
github-actions
committed
Jan 15, 2025
1 parent
2b54d60
commit 0a05f20
Showing
6 changed files
with
259 additions
and
3 deletions.
There are no files selected for viewing
This file contains bidirectional Unicode text that may be interpreted or compiled differently than what appears below. To review, open the file in an editor that reveals hidden Unicode characters.
Learn more about bidirectional Unicode characters
This file contains bidirectional Unicode text that may be interpreted or compiled differently than what appears below. To review, open the file in an editor that reveals hidden Unicode characters.
Learn more about bidirectional Unicode characters
This file contains bidirectional Unicode text that may be interpreted or compiled differently than what appears below. To review, open the file in an editor that reveals hidden Unicode characters.
Learn more about bidirectional Unicode characters
99 changes: 99 additions & 0 deletions
99
markdown-pages/en/tidbcloud/master/tidb-cloud/connected-care-announcement.md
This file contains bidirectional Unicode text that may be interpreted or compiled differently than what appears below. To review, open the file in an editor that reveals hidden Unicode characters.
Learn more about bidirectional Unicode characters
| Original file line number | Diff line number | Diff line change |
|---|---|---|
| @@ -0,0 +1,99 @@ | ||
| --- | ||
| title: Announcing the New Generation of TiDB Cloud Support Services - Connected Care | ||
| summary: Introduces the new generation of TiDB Cloud support services - Connected Care. | ||
| --- | ||
|
|
||
| # Announcing the New Generation of TiDB Cloud Support Services - Connected Care | ||
|
|
||
| As customers of all sizes continue to scale use cases and operations on TiDB Cloud, TiDB Cloud is committed to re-imagining its support services to accommodate their evolving needs. To deliver even greater value and seamless experiences, TiDB Cloud is excited to announce the launch of the next-generation support services, **Connected Care**, on **Feb 17, 2025**. | ||
|
|
||
| As part of this transition, the current support plan offerings will no longer be available for purchase and will be classified as legacy support plans starting from **Feb 17, 2025**. However, TiDB Cloud will continue to provide full support to customers subscribing to legacy plans until their respective [retirement dates](#replacement-and-retirement-of-legacy-support-plans). | ||
|
|
||
| To ensure a smooth transition and access to the latest features, TiDB Cloud encourages customers to transition and adopt the Connected Care services. | ||
|
|
||
| ## Connected Care | ||
|
|
||
| The Connected Care services are designed to strengthen your connection with TiDB Cloud through modern communication tools, proactive support, and advanced AI capabilities, delivering a seamless and customer-centric experience. | ||
|
|
||
| In the Connected Care services, there are four support plans: **Basic**, **Developer** (corresponding to the legacy **Standard** plan), **Enterprise**, and **Premium**. | ||
|
|
||
| > **Note** | ||
| > | ||
| > Although **Basic**, **Enterprise**, and **Premium** support plans use the same plan names as those in legacy plans, they refer to different plans with different service commitments. | ||
| The following table provides an overview for each support plan in the Connected Care services. For more information, see [Connected Care Details](/tidb-cloud/connected-care-detail.md). | ||
|
|
||
| | Support plan | Basic | Developer | Enterprise | Premium | | ||
| |:----------------------------------------------|:-----------------------------|:----------------------------------------------|:-----------------------------------------------|:------------------------------------------| | ||
| | Recommended workloads | Personal or starter projects | Workloads under development | Workloads under production | Business-critical workloads in production | | ||
| | Billing and account inquiries | ✔ | ✔ | ✔ | ✔ | | ||
| | Technical support | - | ✔ | ✔ | ✔ | | ||
| | Initial response time | - | Business hours | 7x24 | 7x24 | | ||
| | Connected: Clinic service | - | - | ✔ | ✔ | | ||
| | Connected: AI chat in IM | - | - | ✔ | ✔ | | ||
| | Connected: IM subscription for TiDB Cloud alerts | - | - | ✔ | ✔ | | ||
| | Connected: IM subscription for ticket updates | - | - | ✔ | ✔ | | ||
| | Connected: IM interaction for support tickets | - | - | - | ✔ | | ||
| | Technical account manager | - | - | - | ✔ | | ||
|
|
||
| > **Note** | ||
| > | ||
| > Customers from all four support plans have access to the [PingCAP support portal](https://tidb.support.pingcap.com/) for service requests. | ||
| ## Differences between legacy support services and Connected Care support services | ||
|
|
||
| The support plans in the Connected Care services introduce a completely new set of features as follows: | ||
|
|
||
| - Connected: Clinic service | ||
|
|
||
| This feature offers an advanced monitoring and diagnostic service, Clinic, designed to help you quickly identify performance issues, optimize your database, and enhance overall performance with detailed analysis and actionable insights. | ||
|
|
||
| - Connected: AI chat in IM | ||
|
|
||
| This feature enables you to chat with an AI assistant through an instant message (IM) tool to receive immediate answers to your questions. | ||
|
|
||
| - Connected: IM subscription for TiDB Cloud alerts | ||
|
|
||
| This feature provides you with an easy way to subscribe to alert notifications via an IM tool, keeping you informed about critical updates. | ||
|
|
||
| - Connected: IM subscription for ticket updates | ||
|
|
||
| This feature enables you to subscribe to your support ticket updates through an IM tool. | ||
|
|
||
| - Connected: IM interaction for support tickets | ||
|
|
||
| This feature enables you to quickly create and interact with support tickets through an IM tool for streamlined communication. | ||
|
|
||
| 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 **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 **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. | ||
|
|
||
| ## Replacement and retirement of legacy support plans | ||
|
|
||
| The following table lists the shutdown schedules for the legacy support plans: | ||
|
|
||
| | Support plans | Shutdown date | | ||
| |:----------------------------------------|:--------------| | ||
| | Legacy **Basic** plan | Feb 17, 2025 | | ||
| | Legacy **Standard** plan | Feb 17, 2025 | | ||
| | Legacy **Enterprise** and **Premium** plans | Jan 15, 2026 | | ||
|
|
||
| Once a legacy support plan shuts down, TiDB Cloud will no longer support it. If you do not transition to any support plan in Connected Care by the relevant shutdown date, you will be automatically transitioned to the **Basic** support plan in Connected Care. | ||
|
|
||
| ## FAQs | ||
|
|
||
| ### How do I check my current support plan? | ||
|
|
||
| Visit the [Support](https://tidbcloud.com/console/org-settings/support) page in the TiDB Cloud console. Your current support plan is displayed in the upper-left area of the page. | ||
|
|
||
| ### Do I need to pay more for similar services? | ||
|
|
||
| While the new Connected Care services offer a more comprehensive and feature-rich support experience, the pricing remains closely aligned to the previous offerings. TiDB Cloud remains dedicated to delivering added value to better support your journey. | ||
|
|
||
| ### How can I get technical support after the legacy **Basic** plan shuts down? | ||
|
|
||
| You can still access billing and account support. For technical support, consider purchasing a support plan in the Connected Care services. It is recommended that you start with the **Developer** plan, which includes a one-month free trial. |
150 changes: 150 additions & 0 deletions
150
markdown-pages/en/tidbcloud/master/tidb-cloud/connected-care-detail.md
This file contains bidirectional Unicode text that may be interpreted or compiled differently than what appears below. To review, open the file in an editor that reveals hidden Unicode characters.
Learn more about bidirectional Unicode characters
| Original file line number | Diff line number | Diff line change |
|---|---|---|
| @@ -0,0 +1,150 @@ | ||
| --- | ||
| title: Connected Care Details | ||
| summary: Introduces detailed information about the Connected Care support services for TiDB Cloud. | ||
| --- | ||
|
|
||
| # Connected Care Details | ||
|
|
||
| This document provides detailed information about the [Connected Care](/tidb-cloud/connected-care-announcement.md) support services. | ||
|
|
||
| <table> | ||
| <thead> | ||
| <tr> | ||
| <th>Support plan</th> | ||
| <th>Basic</th> | ||
| <th>Developer</th> | ||
| <th>Enterprise</th> | ||
| <th>Premium</th> | ||
| </tr> | ||
| </thead> | ||
| <tbody> | ||
| <tr> | ||
| <td>Features and Services</td> | ||
| <td>Great for personal starter projects, connecting you with an active community and AI-powered assistance for essential support needs.</td> | ||
| <td>Ideal for development and testing phases, offering direct connections and unlimited access to tech support, to kickstart your cloud journey.</td> | ||
| <td>Designed for production workloads, connecting your operations with advanced monitoring, prompt alerts, and fast 7x24 response times for a seamless experience.</td> | ||
| <td>Built for enterprises with mission-critical workloads, offering the fastest response times, proactive support, and dedicated connections through named Technical Account Managers.</td> | ||
| </tr> | ||
| <tr> | ||
| <td rowspan="4">Initial Response Time</td> | ||
| <td>-</td> | ||
| <td>S1: 4 business hours</td> | ||
| <td>S1: 1 hour</td> | ||
| <td>S1: 30 minutes</td> | ||
| </tr> | ||
| <tr> | ||
| <td>-</td> | ||
| <td>S2: 8 business hours</td> | ||
| <td>S2: 2 hours</td> | ||
| <td>S2: 1 hour</td> | ||
| </tr> | ||
| <tr> | ||
| <td>-</td> | ||
| <td>S3: 12 business hours</td> | ||
| <td>S3: 8 business hours</td> | ||
| <td>S3: 4 business hours</td> | ||
| </tr> | ||
| <tr> | ||
| <td>-</td> | ||
| <td>S4: 24 business hours</td> | ||
| <td>S4: 24 business hours</td> | ||
| <td>S4: 24 business hours</td> | ||
| </tr> | ||
| <tr> | ||
| <td rowspan="10">Services</td> | ||
| <td>Billing and account support</td> | ||
| <td>Billing and account support</td> | ||
| <td>Billing and account support</td> | ||
| <td>Billing and account support</td> | ||
| </tr> | ||
| <tr> | ||
| <td>-</td> | ||
| <td>Ticket-based technical support</td> | ||
| <td>Ticket-based technical support</td> | ||
| <td>Ticket-based technical support</td> | ||
| </tr> | ||
| <tr> | ||
| <td>-</td> | ||
| <td>End-to-end database guidance</td> | ||
| <td>End-to-end database guidance</td> | ||
| <td>End-to-end database guidance</td> | ||
| </tr> | ||
| <tr> | ||
| <td>-</td> | ||
| <td>-</td> | ||
| <td>Connected: AI chat in IM</td> | ||
| <td>Connected: AI chat in IM</td> | ||
| </tr> | ||
| <tr> | ||
| <td>-</td> | ||
| <td>-</td> | ||
| <td>Connected: IM subscription for TiDB Cloud alerts</td> | ||
| <td>Connected: IM subscription for TiDB Cloud alerts</td> | ||
| </tr> | ||
| <tr> | ||
| <td>-</td> | ||
| <td>-</td> | ||
| <td>Connected: IM subscription for support ticket updates</td> | ||
| <td>Connected: IM subscription for support ticket updates</td> | ||
| </tr> | ||
| <tr> | ||
| <td>-</td> | ||
| <td>-</td> | ||
| <td>Connected: IM ticket creation</td> | ||
| <td>Connected: IM ticket creation</td> | ||
| </tr> | ||
| <tr> | ||
| <td>-</td> | ||
| <td>-</td> | ||
| <td>Connected: Clinic service for advanced monitoring</td> | ||
| <td>Connected: Clinic service for advanced monitoring</td> | ||
| </tr> | ||
| <tr> | ||
| <td>-</td> | ||
| <td>-</td> | ||
| <td>-</td> | ||
| <td>Connected: IM interaction for support tickets</td> | ||
| </tr> | ||
| <tr> | ||
| <td>-</td> | ||
| <td>-</td> | ||
| <td>-</td> | ||
| <td>Technical Account Management</td> | ||
| </tr> | ||
| <tr> | ||
| <td rowspan="5">Customer Resources</td> | ||
| <td>Documentations</td> | ||
| <td>Documentations</td> | ||
| <td>Documentations</td> | ||
| <td>Documentations</td> | ||
| </tr> | ||
| <tr> | ||
| <td>FAQ</td> | ||
| <td>FAQ</td> | ||
| <td>FAQ</td> | ||
| <td>FAQ</td> | ||
| </tr> | ||
| <tr> | ||
| <td>Community Workspace</td> | ||
| <td>Community Workspace</td> | ||
| <td>Community Workspace</td> | ||
| <td>Community Workspace</td> | ||
| </tr> | ||
| <tr> | ||
| <td>TiDB.AI</td> | ||
| <td>TiDB.AI</td> | ||
| <td>TiDB.AI</td> | ||
| <td>TiDB.AI</td> | ||
| </tr> | ||
| <tr> | ||
| <td>-</td> | ||
| <td>Knowledge Base</td> | ||
| <td>Knowledge Base</td> | ||
| <td>Knowledge Base</td> | ||
| </tr> | ||
| </tbody> | ||
| </table> | ||
|
|
||
| - Business hours: 9 AM - 6 PM local time, Monday to Friday | ||
| - IM: Instant Message. Currently, [Slack](https://slack.com/) and [Lark](https://www.larksuite.com/) are supported. We are planning to support [Microsoft Teams](https://www.microsoft.com/en-us/microsoft-teams/group-chat-software) in the future. | ||
| - Clinic: a modern monitoring service that provides advanced monitoring and diagnostic capabilities for your TiDB Cloud clusters. |
This file contains bidirectional Unicode text that may be interpreted or compiled differently than what appears below. To review, open the file in an editor that reveals hidden Unicode characters.
Learn more about bidirectional Unicode characters