alluxio support policy
Our Community Edition is alway free and support is provided by the community via our forums. Enterprise Edition subscriptions are also available from Alluxio. A subscription includes the Enterprise Edition software and technical support with guaranteed response times.
Customers can choose from two different SLAs – Silver and Gold
Subscription support levels
SUPPORT SLA | Silver Subscription | Gold Subscription | |
|---|---|---|---|
| CASE PRIORITY | DEFINITION | INITIAL RESPONSE 8×5 (PST)* | INITIAL RESPONSE 24x7x365 |
| P1 | Total loss or continuous instability of functionality on a production system. | 4 hours | 2 hours |
| P2 | Performance degraded or severely limited but not causing a total loss of functionality. | 8 hours | 4 hours |
| P3 | General questions, workaround in place for Priority 1 and Priority 2 issues. | 24 hours | 8 hours |
Case priority is as determined by the customer. If you want to learn more about our support policy, get in touch with our team sales@alluxio.com
*9-5pm (PST), Monday-Friday