3. How effective is MongoDB's support and customer service in meeting my needs?

Users have reported delays in critical issue resolution and dissatisfaction with support tiers that require premium payments for timely assistance. Significant outages, such as the downtime of MongoDB Atlas and Cloud Manager in 2020 and 2024, highlighted issues with transparency and response times. Consider whether MongoDB's support contracts offer the flexibility and responsiveness your organization needs—or whether you are locked into long-term commitments and ever-increasing prices.