HDP Support Subscription

Your Direct Connection to the Architects and Experts of Apache Hadoop

Hortonworks has deep experience running Apache Hadoop in production, at scale on the most demanding workloads. An HDP Support Subscription connects you to this uniquely qualified and skilled team of Apache Hadoop professionals.

No matter the level, an HDP 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.

See also our Hortonworks DataFlow Support Subscription offerings.

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Contact us today to start your journey

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.
  • Hortonworks SmartSense™
    Industry’s first proactive and intelligent support service to enhance cluster utilization and health, is now part of HDP Support Subscription.
    Hortonworks SmartSense »

Support Subscription Offerings

Hortonworks Data Platform support subscriptions are available in four editions designed to provide a range of support services and product components to meet your needs.

HDP Jumpstart HDP Enterprise HDP Enterprise Plus /
HDP Enterprise Premier
Term 6 months 1 Year 1 Year
Named Support Contacts 3 Ranges depending on size of cluster
Support Incidents Unlimited operational support incidents through development, pilot, staging and deployment
Availability & Response Times
Access Web Phone & Web Phone & Web
Hours of Direct Support1 Business Hours
Monday – Friday
24 x 7 24 x 7
Severity 1 Response2 1 Business Day 1 Hour 1 Hour
Severity 2 Response2 1 Business Day 4 Hours 4 Hours
Severity 3 Response2 1 Business Day 8 Hours 8 Hours
Severity 4 Response2 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
*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

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 HDP Enterprise Premier
Apache Hadoop in HDP 
(HDFS, YARN, MapReduce) Inclusive of Enterprise Plus
Additional Benefits:

  • Designated support engineer
  • Weekly meetings to review support tickets
  • Coordinated triage
  • Fast-track escalations
  • Root-cause analysis of Severity 1 incidents
  • Regular briefings on releases & roadmap
  • Quarterly activity reviews
  • Onsite deployment support
  • Planning assistance for critical milestones
  • Active coordination of 3rd party relationships
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
Support for HDP Search is also available as an add-on to an Enterprise or Enterprise Plus subscription support offering
24 questions to ask in an RFI

To discuss your particular needs or to obtain pricing information : Contact Sales

Hortonworks Data Platform
The Hortonworks Data Platform is a 100% open source distribution of Apache Hadoop that is truly enterprise grade having been built, tested and hardened with enterprise rigor.
Get started with Sandbox
Hortonworks Sandbox is a self-contained virtual machine with Apache Hadoop pre-configured alongside a set of hands-on, step-by-step Hadoop tutorials.
Modern Data Architecture
Tackle the challenges of big data. Hadoop integrates with existing EDW, RDBMS and MPP systems to deliver lower cost, higher capacity infrastructure.
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