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TiDB Cloud Support
Learn how to contact the support team of TiDB Cloud.

TiDB Cloud Support

The ? icon in the lower-right corner of the TiDB Cloud console consolidates all the help and support information for TiDB Cloud, such as documentation, interactive tutorials, self-paced training, and support entries.

Request PoC, demo, or free trial credits

To request a Proof of Concept (PoC), a demo, or free trial credits, click ? in the lower-right corner of the TiDB Cloud console, and click Contact Sales.

Tip:

For more information about PoC, see Perform a Proof of Concept (PoC) with TiDB Cloud.

Get support

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

Tip:

If you want to apply for a beta feature that is available upon request, fill in your application information in the Description field of the request. For example, "apply for the xxx feature".

Get support for a cluster

You can get 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.

Get support for a project or organization

To get support for a project or organization, click ? in the lower-right corner of the TiDB Cloud console, and then click Request Support.

Alternatively, you can click in the lower-left corner, and then click Support to go to the support page.

Check your submitted request

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

  1. In the TiDB Cloud console, click ? in the lower-right corner, and then click View Support. The support page is displayed.

    Alternatively, you can click in the lower-left corner, and then click Support to go to the support page.

  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

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

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

  1. In the TiDB Cloud console, click ? in the lower-right corner, and then click View Support.

    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.

    To upgrade to Standard or Enterprise:

    1. Click Select Plan in the Standard or Enterprise 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 or Enterprise.

    To upgrade your plan to Premium:

    1. Click Contact Sales in the 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. In the TiDB Cloud console, click ? in the lower-right corner, and then click View Support.
  2. At the bottom of the Support page, click Downgrade to basic plan.