This article is intended for all MongoDB Atlas users looking to better understand the assistance scope provided via the In-App chat support, included in the Atlas Basic Support plan.
As a mandatory first clarification, Basic In-App chat support is reserved for MongoDB Atlas only and won’t be able to offer assistance to on-premise implementations including other products like Cloud Manager or Ops Manager.
In order to specify the support covered by Basic in-app chat support and the main differences with Atlas paid support, it is worth clarifying that Atlas includes Basic Support for free, which is provided via chat only for all database deployments (including Shared tiers and Serverless deployments).
It’s important to understand that paid cluster usage does not confer additional support assistance and this can only be requested by subscribing to one of our paid Atlas support plans. Please refer to our support policy for mode details on the various subscription levels.
Common topics you may request assistance with include general Atlas issues such as platform related questions, troubleshooting connection issues, assisting with initial infrastructure problems (i.e cluster deployment or scaling issues), assistance in resolution of alerts triggering, billing etc.
Basic Support does not offer any SLAs (Service level agreement) either for initial responses or conversation follow-up. Additionally, we are unable to provide database support (such as query optimization, indexes, sharding advice, etc.) as well as application development suggestions or guidance for external/third parties configuration issues.
For a better understanding we are going to categorize support assistance as following:
Atlas UI usage: Includes all information and guidance on how to use the Atlas UI properly, what are the options for and how to find the appropriate documentation for each available feature/option.
Dedicated Clusters and Serverless deployments:
Hardware issues: Refers to infrastructure problems on our side which may affect your cluster's health or prevent you from using our Atlas services.
We play the intermediate role with our Engineering team to ensure all our services are available and working as expected when an issue is reported.
Connection issues: Any connection issue related to Atlas unexpected behaviour, network peering/private link and supported applications like Compass or BI connector tools. Doesn’t include driver/application issues or customer’s network restrictions.
Performance issues: We offer Atlas performance basic analysis and guidance based on Atlas activity feed, metrics and alerts. Also we always point to different solutions and alternatives linked in our documentation. This doesn’t include workload or query analysis, index recommendations or aggregation suggestions.
Billing: Guidance and assistance understanding invoices and Atlas cost, changing billing account settings (CC, email, address), failed payments and reimbursements.
Account: Registering and login issues. Account settings modifications, deletion and current status understanding (Active - Warning - Suspended - Deleted).
Charts: General questions and infrastructure problems on our end.
App Services: General questions and infrastructure problems on our end.
You may also find the following additional resources useful for out of scope topics:
MongoDB Developer Community: Join our online MongoDB Community to interact with our product and engineering teams along with thousands of other MongoDB users.
MongoDB Developer Hub: Code, content, tutorials, programs, and community to enable developers of all skill levels on the MongoDB Data Platform which includes Atlas, App Services, Compass, Data Federation and more.
MongoDB Community Resources: Online & offline community resources including User Groups, Events, and Webinars.
Stack Overflow: A community Q&A site for specific programming questions with factual, rather than subjective, answers.
DBA Stack Exchange A community Q&A site for database administrators and other database professionals.