# FAQs Common questions about managed instances: getting started, limits, security, pricing, legal terms, and troubleshooting. Short answers to the questions asked most often about managed instances, with links to the page that covers each one in full. ## General ### What do I get with a managed instance? A SurrealDB deployment that SurrealDB operates. SurrealDB handles provisioning, high availability, patching, backups, and version upgrades. See [Instances](/docs/manage/instances.md) for what that covers, and [Self-hosted](/docs/manage/self-hosted.md) if you would rather run the server yourself. ### How do I get started? [Create an account](/docs/manage/organisations/sign-in.md) at [app.surrealdb.com](https://app.surrealdb.com), [create an organisation](/docs/manage/organisations.md), and [deploy an instance](/docs/manage/instances/create.md). The free instance type needs no payment details. ### Which cloud platforms can I deploy to? AWS, in the regions listed in [Create an instance](/docs/manage/instances/create.md). Support for further cloud providers is planned. ### Which programming languages can I use? Any language with a SurrealDB SDK: - [JavaScript and TypeScript](/docs/reference/javascript.md) - [Python](/docs/reference/python.md) - [Go](/docs/reference/golang.md) - [Java](/docs/reference/java.md) - [Rust](/docs/reference/rust.md) - [PHP](/docs/reference/php.md) - [.NET](/docs/reference/dotnet.md) Any other language can use the [HTTP API](/docs/manage/instances/connect/via-http.md). ### Can I move an existing SurrealDB application onto a managed instance? Yes. Export from your current deployment, then import into the instance. See [Import and export](/docs/manage/instances/import-and-export.md), and [Migrating to SurrealDB](/docs/build/migrating.md) for a move from another database. A dedicated migration tool for existing self-hosted deployments is in development. Until it ships, use `surreal export` and `surreal import`. ### Why am I getting an authentication error when connecting through an SDK? The instance most likely has no user or access method defined yet. Studio authenticates with your own session, so it works before any credentials exist. An SDK needs credentials. See [Connect via SDK](/docs/manage/instances/connect/via-sdk.md#create-credentials). ### Are my instances backed up? Yes. Automated snapshots run on a schedule, with tiered daily, weekly, and monthly retention. The snapshot frequency and the retention of each tier depend on the instance type, and Scale instances allow a configurable frequency. See [Backups and recovery](/docs/manage/instances/backups.md). ### How often can I increase the disk size of an instance? Once every six hours. Storage can increase but never decrease. See [Configure an instance](/docs/manage/instances/configure.md#compute-and-storage). ### Can I transfer an instance to another organisation? No. Deploy an instance in the target organisation, then move the data with [`surreal export` and `surreal import`](/docs/manage/instances/import-and-export.md). ### Can I delete an organisation? Not at present. Delete the instances inside it, and it stops accruing charges. See [Organisations](/docs/manage/organisations.md). ### What are the current limits? - **Server flags and environment variables** cannot be set directly. [Instance capabilities](/docs/manage/instances/configure.md#capabilities) control runtime behaviour instead, in Studio or with `surrealctl instance capabilities`. - **[GraphQL](/docs/learn/querying/graphql/overview.md)** is not yet enabled on managed instances. - **Free instances** become read-only above the 1 GB storage allowance. Existing data stays available, and new writes are refused until you move to a paid instance type. - **Request sizes** are capped per endpoint. See [request size limits](/docs/manage/instances/connect/via-http.md#request-size-limits). ### Where are the documentation and tutorials? - **[SurrealDB documentation](/docs):** Guides and reference, including [SurrealDB Studio](/docs/explore/studio.md). - **[SurrealDB University](/learn):** A self-paced course with hands-on labs. - **[SurrealDB Book](/learn/book):** An in-depth guide to the database. - **[YouTube channel](https://youtube.com/surrealdb):** Release walkthroughs and tutorials. ## Security ### How secure are managed instances? Instances run with encryption at rest and in transit, network isolation, access controls, and monitoring, as set out in the [Security Addendum](/legal/security-addendum). Multi-factor authentication is available through the identity provider you sign in with. SurrealDB holds ISO 27001, SOC 2 (Type 2), and Cyber Essentials Plus certifications. Further industry-specific programmes, such as HIPAA and PCI DSS, are planned. The [Trust Centre](https://trust.surrealdb.com/) holds the current detail. Instances also inherit the [security features](/docs/learn/security/authentication/summary.md#product) of SurrealDB itself, and the [security practices](/docs/learn/security/authentication/summary.md#process) the database is developed under. To assess the service for a workload with specific requirements, use the [contact form](/contact). ### How do I report a security issue? Email [security@surrealdb.com](mailto:security@surrealdb.com). For a vulnerability in SurrealDB itself, submit a report through [GitHub Security Advisories](https://github.com/surrealdb/surrealdb/security/advisories) rather than opening a public issue. SurrealDB asks you to: - Disclose the details privately to SurrealDB first. - Include enough information to reproduce the issue. - Keep the details from the public and from third parties until SurrealDB has addressed them. - Limit any exploitation of the vulnerability to what verifies that it exists. - Get permission before you run automated security tools against SurrealDB infrastructure. In return, SurrealDB: - Acknowledges your report within three business days. - Verifies the issue, and reports progress to you. - Treats your report and any data you share as confidential. - Takes no legal action against you for a report made under this policy. - Credits you in any resulting advisory, unless you prefer otherwise. ### How do I configure user authentication? Connect to the instance, then [define users](/docs/reference/query-language/statements/define/user.md) or [access methods](/docs/reference/query-language/statements/define/access.md) at root, namespace, or database level. Those credentials work across every interface: the [HTTP API](/docs/reference/rest-api.md), the [CLI](/docs/reference/cli/surrealdb-cli/overview.md), the SDKs, and [SurrealDB Studio](https://app.surrealdb.com). See [Connect via SDK](/docs/manage/instances/connect/via-sdk.md#create-credentials). ### Can I use my own encryption keys? Not at present. SurrealDB manages the keys that encrypt data at rest. The architecture supports customer-managed encryption keys, so they may be offered in future. Use the [contact form](/contact) if you need them. ### Can I control who reaches my instances over the network? Instances are reachable over the public internet by default, protected by the authentication and authorisation defined inside them. Two additional controls exist: - **[AWS PrivateLink](/docs/manage/instances/private-connectivity.md)** gives an instance a private network path from your AWS VPC. In `private` mode the instance gets no public hostname at all. It is available in a subset of regions, and the SurrealDB team onboards you to it. - **[Instance capabilities](/docs/manage/instances/configure.md#capabilities)** restrict what the engine does: which RPC methods and HTTP endpoints it serves, whether guest access is permitted, and which [outbound destinations](/docs/manage/instances/network-access.md) a query can reach. ## Pricing ### How much does it cost? You pay for the compute you consume and the storage you provision. Current rates are on the [pricing page](/pricing). [Usage](/docs/manage/organisations/billing.md#usage-and-spend) shows what an organisation has accrued so far this month. ### Is there a free tier? Yes. The free instance type carries no charge, and provides limited resources for development and evaluation. It has a 1 GB storage allowance, cannot expand its storage, and pauses automatically after seven days without use. ### I am on the free tier. Can I add another instance? Studio prompts you to add [billing information](/docs/manage/organisations/billing.md) to the organisation first. ### How am I billed? Monthly, for the usage of the previous month. The cycle runs from the first day of a month to the last, and the invoice arrives by email. See [Billing](/docs/manage/organisations/billing.md). ### Are invoices itemised, and is tax identified? Yes. Enter your VAT or tax identification number in the billing details of the organisation, and it appears on every invoice. ### Are there additional fees? No. All costs are on the [pricing page](/pricing). Prices quoted on the website exclude VAT and sales tax, and applicable taxes appear on the invoice. ### Who do I contact about billing? Email [support@surrealdb.com](mailto:support@surrealdb.com) from the address associated with your account, and describe the query. ## Legal ### What terms govern my use of the service? The Master Services Agreement governs your use of the managed service. It is on the [legal page](/legal), together with the compliance and privacy documentation. ### Do you serve US-embargoed countries or Russia? SurrealDB Inc. complies with U.S. regulations on embargoed countries and regions. It currently prohibits use of its products and services in Cuba, Iran, North Korea, and Syria. The prohibition also covers the Russian-controlled regions of Crimea, the Luhansk People's Republic (LNR), and the Donetsk People's Republic (DNR). SurrealDB uses geoblocking to prevent logins from restricted regions. A regional block can restrict an entire country, which is **beyond the direct control of SurrealDB**. SurrealDB Ltd is also subject to Article 5n(2b) of Council Regulation 833/2014. That article prohibits the supply of software for the management of enterprises, or for design and manufacture. The prohibition covers the Government of Russia and entities established in Russia. SurrealDB reviews these obligations and updates them as regulations change. ## Troubleshooting ### I cannot connect to my instance Work through these checks in order: 1. Confirm the instance is **running** and not [paused](/docs/manage/instances/configure.md#pause-an-instance). A paused instance is unreachable, and a free instance pauses itself after seven days. 2. Check the **endpoint, namespace, and database** against the Connect menu of the instance in Studio. 3. Check your **credentials**, and confirm the user or access method has permission on that namespace and database. 4. On [PrivateLink](/docs/manage/instances/private-connectivity.md), confirm you connect from inside the VPC. A private hostname does not resolve outside it. 5. Check whether the failing operation depends on a denied [capability](/docs/manage/instances/configure.md#capabilities), such as an outbound HTTP call. 6. Check [metrics and logs](/docs/manage/instances/monitoring.md) for connection saturation or errors around the time the failures started. If the connection still fails, raise a [support ticket](/docs/manage/organisations/support.md) with the instance id. ### How do I report a bug or request a feature? Raise a [support ticket](/docs/manage/organisations/support.md), or ask in the [Discord](https://discord.gg/surrealdb) community. Include steps to reproduce the problem, the instance id, what you expected, and what happened instead.