At Tessell, we strive to address all customer queries irrespective of the database engine that you’re running. We work with customers to triage any issue and achieve a faster resolution for efficiency. The issues could be related to the infrastructure (AWS, Azure), the Tessell Management Service, or the database engine itself. If it is a database engine issue, we work with customers to explain the issue to Oracle Support (to which the customer is entitled due to their license and support entitlement) and expedite the issue resolution. If it is an infrastructure issue and database services are hosted at the customer site, we work with customers and the underlying cloud infrastructure vendor (AWS, Azure) to explain the issue and help seek a faster resolution.