TiDB Cloud CONNECTED Care: Elevate Your Support with Seamless, Real-Time Connectivity

TiDB Cloud has always delivered a high-performance, distributed SQL solution. However, we’re now taking it a step further with TiDB Cloud CONNECTED Care, our refreshed support service.

Whether you’re a new customer exploring TiDB Cloud or an existing user looking to upgrade to Enterprise or Premium tiers, CONNECTED Care offers seamless, real-time connectivity, ensuring you stay in control of your database operations like never before. In this blog, we’ll explore what you can expect out of this innovative support service. 

What Makes TiDB Cloud CONNECTED Care Stand Out?

Unlike traditional database support that relies on static ticketing systems and delayed responses, TiDB Cloud CONNECTED Care upgrades the experience with real-time, interactive, proactive, and AI-powered connectivity. It enables businesses to proactively manage their TiDB Cloud environments with the following services.

1. IM Ticketing: A Seamless Support Experience

TiDB Cloud’s IM features redefine how you manage support tickets by embedding functionality directly into your favorite messaging platforms, such as Slack.

Smart Ticketing with CONNECTED: IM Ticket Creation and Update Subscription

Say goodbye to cumbersome portals. This feature allows you to:

• Create support tickets directly from your IM apps.
• Receive instant notifications about ticket status and resolution progress.
• Collaborate with TiDB Cloud engineers in a familiar environment for quicker solutions.

By embedding support directly into your workflow, TiDB Cloud CONNECTED Care makes ticket management intuitive and effortless.

Figure 1. An example of smart IM ticketing in Slack.

Live Support with CONNECTED: IM Interaction for Support Tickets

For those who need even deeper integration, the Premium-tier-exclusive CONNECTED: IM Interaction for Support Tickets elevates the experience by enabling bi-directional synchronization of all context between the IM app and the ticketing system. It effectively turns your messaging platform into a live chat support tool with:

• Rapid troubleshooting within IM apps.
• Live discussions to resolve complex issues efficiently.
• Increased visibility into issue resolution progress.

Figure 2. Live support with TiDB Cloud CONNECTED Care in Slack.

Together, these IM tools offer a seamless support experience for all tiers, with the Premium version taking connectivity to the next level.

2. Real-Time Alerts via IM Subscription

Stay ahead with IM Subscription for TiDB Cloud Alerts, which provides immediate notifications about:

• Performance issues and system health changes.
• Critical incidents needing urgent attention.
• Optimization recommendations to enhance performance.

With real-time alerts, your team can respond quickly and confidently, avoiding costly downtime.

Figure 3. Real-time alerts via IM subscription.

3. Proactive Health Monitoring with Clinic Service

Stop reacting to problems—prevent them before they occur. TiDB Cloud CONNECTED Care’s clinic service continuously analyzes database health, providing:

• Proactive health check recommendations to prevent outages.
• Identify optimization opportunities in real time.
• Complete transparency and peace of mind, fostering confidence and a worry-free experience.

This proactive support drastically reduces downtime and allows your team to focus on strategic initiatives.

Figure 4. An example of an anomaly with Pod Uptime in TiDB Cloud CONNECTED Care’s clinic service.

4. Always-On AI with Instant Messaging (IM) Integration

TiDB Cloud offers deep IM integration with services like Slack. With CONNECTED: AI Chat in IM, you get:

• Instant answers to technical queries within your preferred messaging app.
• Seamless documentation access without switching platforms.
• Rich context for escalation in real time, reducing time in context exchanging dramatically.

These capabilities ensure your team always has TiDB Cloud expertise at their fingertips.

Figure 5. An example of always-on AI with IM integration.

Level Up Your TiDB Cloud Experience

Don’t settle for traditional support on its own! Embrace the power of TiDB Cloud CONNECTED Care where connectivity meets unparalleled customer support. Now you can stay ahead of the curve with services that keep your operations smooth, efficient, and always connected.

Upgrade your support plan now to unlock the full potential of TiDB Cloud CONNECTED Care—and gain the peace of mind your business deserves.