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
|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|