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cloud: add compliance and support page (#2308)
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‎docs/en/guides/00-products/02-dc/04-compliance.md

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---
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title: Compliance & Security
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---
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# Databend Security Design
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Databend Cloud is built with security at its core, providing comprehensive protection for your data through multiple security layers, encryption standards, and compliance certifications.
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## Security
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Databend Cloud implements multiple security layers to protect your data and control access to your resources:
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### Access Control
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Databend uses a comprehensive access control system that combines:
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- **Role-Based Access Control (RBAC)**: Manages permissions through roles assigned to users
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- **Discretionary Access Control (DAC)**: Allows resource owners to directly grant permissions
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### Data Protection
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**Masking Policy**
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Protects sensitive data by controlling how it's displayed to different users, helping you comply with privacy regulations while still allowing authorized access.
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**Network Policy**
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Controls which IP addresses can connect to your Databend resources, allowing you to restrict access to specific networks or locations.
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**Password Policy**
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Enforces strong passwords with customizable requirements for length, complexity, and rotation to prevent unauthorized access.
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### Secure Connectivity
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**AWS PrivateLink**
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Enables private connections between your VPC and Databend Cloud without exposing traffic to the public internet. Currently available on AWS only.
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## Encryption
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### TLS 1.2
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We provide end-to-end encryption for all communication. All customer data flows are solely over HTTPS. Connections are encrypted using TLS 1.2 from clients through to the Databend API gateway, ensuring:
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- Data confidentiality during transit
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- Protection against man-in-the-middle attacks
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- Secure client-server communication
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### Storage Encryption
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Databend Enterprise supports server-side encryption in Object Storage Service (OSS). This feature enables you to enhance data security and privacy by activating server-side encryption for data stored in OSS. You can choose the encryption method that best suits your needs:
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- AES-256 encryption
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- Customer-managed keys (CMK)
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- Hardware security module (HSM) integration options
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## Compliance
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At Databend, we prioritize data security and privacy, and have achieved key compliances that validate our commitment to protecting your data. Our security practices are regularly audited by independent third parties to ensure we meet the highest industry standards.
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### SOC 2 Type II
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We have successfully attained SOC 2 Type II compliance, validated by independent auditors. This certification confirms that our systems adhere to the American Institute of Certified Public Accountants (AICPA) trust service criteria for security, availability, processing integrity, confidentiality, and privacy. We continuously monitor and enhance our operational controls to maintain this standard.
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### GDPR
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Databend adheres to the General Data Protection Regulation (GDPR), the European Union's regulation designed to protect individuals' privacy and personal data. Our compliance includes strict data privacy enforcement, robust encryption, and regular privacy audits to ensure the rights and data privacy of our users across the EU are protected.

‎docs/en/guides/00-products/02-dc/05-support.md

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title: Support Services
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---
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import LanguageDocs from '@site/src/components/LanguageDocs';
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# Databend Cloud Support Services
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Databend provides comprehensive Support Services for our Databend Cloud users and customers. Our objective is to deliver exceptional support that reflects the Databend product's core values – high performance, ease of use, and fast, high-quality results.
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<LanguageDocs
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cn=
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'
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有关各版本详细支持服务级别，请参阅 [支持服务级别](#support-service-levels)。如需了解更多信息，请联系我们的[销售团队](https://www.databend.cn/contact-us/)。
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'
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en=
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'
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For detailed information about support service levels across different editions, see [Support Service Levels](#support-service-levels). For more information, contact our [sales team](https://www.databend.com/contact-us/).
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'/>
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## Getting Support
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You can access support through multiple channels:
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- **Cloud Console**: Log in to the Databend Cloud console and select **Support → Create New Ticket** from the menu options to open a new support case and view the status of your submitted cases.
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- **Status Page**: Subscribe to our [status page](https://status.databend.com) to get notified quickly about any incidents affecting our platform.
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- **Documentation**: Browse our comprehensive [documentation](https://docs.databend.com) for guides, tutorials, and reference materials.
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## Support Service Levels
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Databend Cloud offers different levels of support based on your subscription tier:
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| Feature | Personal | Business | Dedicated |
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|---------|----------|----------|-----------|
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| Logging and tracking support tickets | ✓ | ✓ | ✓ |
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| 4/7 coverage and response window for Severity 1 issues | 24 hours | 8 hours | 4 hours |
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| Response to non-severity-1 issues | 48 hours | 24 hours | 8 hours |
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### Severity Levels
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- **Severity 1**: Critical issue halting business operations with no workaround
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- **Severity 2**: Major functionality impacted with significant performance degradation
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- **Severity 3**: Partial loss of functionality with minor business impact
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- **Severity 4**: General questions, recommendations, or feature requests
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:::note
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Please note that only Business and Dedicated customers have a Service Level Agreement (SLA) on Support Incidents. If you are using the Personal edition – while we will try to answer your question as soon as possible, we'd encourage you to also explore our Community resources:
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- [Databend Community Slack Channel](https://link.databend.com/join-slack)
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- [GitHub Discussions](https://github.com/datafuselabs/databend/discussions)
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:::
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## Enterprise Support
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For customers with mission-critical deployments, our Dedicated edition offers enhanced support options including:
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- Priority response times for all severity levels
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- Dedicated support engineer
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- Proactive monitoring and issue resolution
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- Regular health checks and optimization recommendations
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Contact our [sales team](https://www.databend.com/contact-us/) to learn more about our enterprise support offerings.

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