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Support Subscriptions

Hortonworks Data Platform (HDP®) Support

An HDP Support Subscription connects you to a uniquely qualified and skilled team of Apache™ Hadoop® professionals with deep experience running the entire Apache Hadoop stack in production, at scale on demanding workloads. An HDP Support Subscription provides expert technical assistance for implementing solutions designed to cover the entire lifecycle--from development and proof-of-concept to QA/test to production and deployment.

  HDP Jumpstart HDP Enterprise HDP Enterprise Plus
Term 6 Months 1 Year 1 Year
Named Support Contacts 3 Ranges depending on size of cluster Ranges depending on size of cluster
Support Incidents Unlimited operational support incidents through development, pilot, staging and deployment Unlimited operational support incidents through development, pilot, staging and deployment Unlimited operational support incidents through development, pilot, staging and deployment
Availability & Response Times
Access Web Phone and Web Phone and Web
Hours of Direct Support * Business Hours: Monday - Friday 24 x 7 24 x 7
Severity 1 Response ** 1 Business Day 1 Hour 1 Hour
Severity 2 Response ** 1 Business Day 4 Hour 4 Hour
Severity 3 Response ** 1 Business Day 8 Hours 8 Hours
Severity 4 Response ** 1 Business Day 1 Business Day 1 Business Day
Support Services Provided
Remote Troubleshooting Webex, SSH Webex, SSH Webex, SSH
Hortonworks SmartSense Yes Yes Yes
Advanced Knowledgebase Yes Yes Yes
Customer Support Portal Yes Yes Yes
Access to Upgrades, Updates and Patches Yes Yes Yes
Diagnosis of Installation & Configuration Issues Yes Yes Yes
Diagnosis of Cluster Management Issues Yes Yes Yes
Diagnosis of Performance Issues Yes Yes Yes
Diagnosis of Data Loading, Processing, and Query Issues Yes Yes Yes
Application Development Advice Yes Yes Yes
Hortonworks University Self Paced Learning
Learning Library Yes Yes Yes

* Excludes Hortonworks Holidays

** Initial response time

Severity 1, Critical: Production system is down or severely impacted such that routine operation is impossible

Severity 2, High: Production issue where the system is functioning but in degraded or restricted capacity

Severity 3, Medium: Production issue where minor functionality is impacted or a development issue

Severity 4, Low: Request for information with no impact to business operations

Business Hours
Business hours are defined as 8am to 6pm Monday – Friday (local time based on Customer location), excluding Hortonworks holidays. Minor variations in coverage hours in select islands in the Pacific Rim.

Additionally, each subscription support offering provides support for the HDP components:
  HDP Jumpstart HDP Enterprise HDP Enterprise Plus
Apache Hadoop in HDP 
(HDFS, YARN, MapReduce)
Apache Tez in HDP
Apache Hive in HDP
Apache Pig in HDP
Apache Sqoop in HDP
Apache Flume in HDP
Apache Mahout in HDP
Apache Ambari in HDP
Apache Oozie in HDP
Apache Falcon in HDP
Apache Knox in HDP
Apache HBase in HDP
Apache Phoenix in HDP
Apache Accumulo in HDP
Apache Atlas in HDP
Apache Storm in HDP
Apache Ranger in HDP
Apache Spark in HDP
Apache Kafka in HDP
Cloudbreak in HDP

Hortonworks DataFlow (HDF) Support

Hortonworks DataFlow support subscriptions provide a range of support services and connect you to a uniquely qualified team of Apache NiFi, Kafka and Storm professionals for expert care and technical assistance.

  HDF Jumpstart HDF Enterprise
Term 6 Months 1 Year
Named Support Contacts 3 Ranges depending on size of cluster
Support Incidents Unlimited operational support incidents through development, pilot, staging and deployment Unlimited operational support incidents through development, pilot, staging and deployment
Availability & Response Times
Access Web Phone and Web
Hours of Direct Support * Business Hours: Monday - Friday 24 x 7
Severity 1 Response ** 1 Business Day 1 Hour
Severity 2 Response ** 1 Business Day 4 Hour
Severity 3 Response ** 1 Business Day 8 Hour
Severity 4 Response ** 1 Business Day 1 Business Day
Support Services Provided
Remote Troubleshooting Webex, SSH Webex, SSH
Advanced Knowledgebase Yes Yes
Customer Support Portal Yes Yes
Access to Upgrades, Updates and Patches Yes Yes
Diagnosis of Installation & Configuration Issues Yes Yes
Diagnosis of Cluster Management Issues Yes Yes
Diagnosis of Performance Issues Yes Yes
Diagnosis of Data Loading, Processing, and Query Issues Yes Yes
Application Development Advice Yes Yes

* Excludes Hortonworks Holidays

** Initial response time

Severity 1, Critical: Production system is down or severely impacted such that routine operation is impossible

Severity 2, High: Production issue where the system is functioning but in degraded or restricted capacity

Severity 3, Medium: Production issue where minor functionality is impacted or a development issue

Severity 4, Low: Request for information with no impact to business operations

Business Hours
Business hours are defined as 8am to 6pm Monday – Friday (local time based on Customer location), excluding Hortonworks holidays. Minor variations in coverage hours in select islands in the Pacific Rim.

Premier Support

Personalized attention from a premier support engineer assigned to your organization who will have the deepest understanding of your business and your deployment.

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Professional Services

Industry-leading consulting and education dedicated to making your Hadoop vision successful. We help clients and partners implement Hortonworks Connected Data Platforms and maximize the value of their data.

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