Hadoop Support Subscription
Hortonworks engineers have six years deep experience of running Apache Hadoop in production, at scale on the most demanding workloads. A Hortonworks support subscription opens the door to this uniquely qualified and skilled team of Apache Hadoop professionals.
No matter the level, a Hortonworks support subscription provides expert technical assistance for organizations implementing solutions based on the Hortonworks Data Platform or for solutions that are based on the Hortonworks Data Platform that also include Apache Accumulo. Support packages are available to cover the entire application lifecycle: from development and proof-of-concept to QA/test to production and deployment.
- Hadoop support from the source
Hortonworks support is backed by the leading contributors to Apache Hadoop open source projects. Hortonworks engineers have contributed more than half of all code to core Apache Hadoop and are uniquely qualiﬁed to address technical issues.
- Full life-cycle support available
Hortonworks support is not limited to production support only. Packages enable customer success at every step in the lifecycle including development and proof-of-concept stages as well.
As the leading contributor to Apache Hadoop, Hortonworks is uniquely capable of ensuring patches and bug ﬁxes are contributed back to the open source Apache Hadoop projects and included in future editions of the Hortonworks Data Platform.
Support Subscription Offerings
Standard Plus Apache Accumulo
Enterprise Plus Apache Accumulo
|Term||1 Year||1 Year||1 Year|
|Named Support Contacts||3 Operations||5 Operations||1 Developer Only|
|Support Incidents||Unlimited operational support incidents through development, pilot, staging and deployment1||Unlimited development support for ‘how to’ guidance1|
|Availability & Response Times|
|Access||Web Only||Phone & Web||Web Only|
|Hours of Direct Support||M-F, 6am-6pm local time2||24 x 7||M-F, 6am-6pm local time2|
|Severity 1 Response3||1 Business Day||1 Hour||n/a|
|Severity 2 Response3||1 Business Day||4 Hours||n/a|
|Severity 3 Response3||1 Business Day||1 Business Day||1 Business Day|
|Severity 4 Response3||1 Business Day||1 Business Day||1 Business Day|
|Remote Troubleshooting||Webex, SSH||Webex, SSH||n/a|
|Customer Support Portal||Yes||Yes||Yes|
|Access to Upgrades, Updates and Patches||Yes||Yes||n/a|
|Configuration & Installation||Yes||Yes||No|
|Diagnosis of System or Application Issues||Yes||Yes||No|
|Application Development Advice and Issues||No||No||Yes|
|*1 – Does NOT include production issues with customer code, end-to-end debugging, development of customer code, 3rd-party products used during development and deployment
*2 – Excludes Hortonworks holidays
*3 – Initial response time
SLA Definitions of Severity
A Developer Support agreement assists organizations during the development phase of their Hadoop projects. Developers can interact with the expert Hortonworks support staff to receive guidance on the use of the software and answers for “how-to” questions.
Your Enterprise Subscription will provide product support for your Hortonworks Data Platform installations that may require assistance after hours. With 24×7 phone- based access to our team of Hadoop experts for your most severe issues, you can rest assured that our support experts will be available to help get you back to normal operations. As well, the phone-based, enhanced response target for less severe issues is there to assist your team during business hours. You will have access to our support experts who can provide troubleshooting expertise, installation assistance, configuration advice and performance issue triage to help speed resolution of your issue. Your subscription provides access to our private support portal where you can find knowledge base articles and log cases online. And, you’ll have access to patches, Updates and Upgrades for the Hortonworks Data Platform.
Enterprise Plus Apache Accumulo Subscription
Your Enterprise Plus Apache Accumulo Subscription includes all of the same features of the Hortonworks Enterprise Subscription and includes full support for Apache Accumulo installed on your Hortonworks Data Platform cluster.
Your Standard Subscription will provide product support for your Hortonworks Data Platform installations that only require business day support, which may be your research, test and development Hadoop installations. You’ll have access to our private support portal where you can find knowledgebase articles and log your cases online. With business day access to our team of Hadoop experts, you will have access to our support experts who can provide troubleshooting expertise, installation assistance, configuration advice and performance issue triage to help speed resolution of your issue. Access to patches, Updates and Upgrades for the Hortonworks Data Platform is included.
Standard Plus Apache Accumulo Subscription
Your Standard Plus Apache Accumulo Subscription includes all of the same features of the Hortonworks Standard Subscription and includes full support for Apache Accumulo installed on your Hortonworks Data Platform cluster.
Please read the Hortonworks Support Data Sheet or the Hortonworks Support including Apache Accumulo Data Sheet for additional details.
Please contact us to discuss your particular needs or to obtain pricing information.