Hadoop Support Subscription

Your Direct Connection to the Architects and Experts of Apache Hadoop
24 questions to ask in an RFI

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.

Key Advantages

  • 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.
  • Forward-compatibility
    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.

Enterprise Plus Enterprise  
Term 1 Year 1 Year
Named Support Contacts Ranges depending on size of cluster
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
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
*1 – Excludes Hortonworks holidays*2 – Initial response time

SLA Definitions of Severity

  • 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

Additionally, each subscription support offering provides support for the HDP components :

Enterprise Plus Enterprise  
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 Storm in HDP
Apache Argus in HDP
Support for HDP Search is also available as an add-on to an Enterprise or Enterprise Plus subscription support offering

To discuss your particular needs or to obtain pricing information :

HDP 2.1 Webinar Series
Join us for a series of talks on some of the new enterprise functionality available in HDP 2.1 including data governance, security, operations and data access :
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