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 and are designed to cover the entire 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
Hortonworks Data Platform support subscriptions are available in two editions designed to provide a range of support services and product components to meet your needs.
|Term||1 Year||1 Year|
|Named Support Contacts||5 Contacts||5 Contacts|
|Support Incidents||Unlimited operational support incidents through development, pilot, staging and deployment
|Availability & Response Times|
|Access||Phone & Web||Phone & Web|
|Hours of Direct Support||24 x 7||24 x 7|
|Severity 1 Response2||1 Hour||1 Hour|
|Severity 2 Response2||4 Hours||4 Hours|
|Severity 3 Response2||1 Business Day||1 Business Day|
|Severity 4 Response2||1 Business Day||1 Business Day|
|Support Services Provided|
|Remote Troubleshooting||Webex, SSH||Webex, SSH|
|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|
|*1 - Excludes Hortonworks holidays
*2 - Initial response timeSLA Definitions of Severity
Additionally, each subscription support offering provides support for the HDP components :
|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 HBase in HDP||•||•|
|Apache Accumulo in HDP||•|
To discuss your particular needs or to obtain pricing information :