Alluxio support policy
Our Community Edition is alway free and support is provided by the community via our forums. Enterprise Edition subscriptions are also available from Alluxio. A subscription includes the Enterprise Edition software and technical support with guaranteed response times.Customers can choose from two different SLAs – Silver and Gold
Request PricingSubscription support levels
Support SLA
Silver Subscription
Gold Subscription
CASE PRIORITY
DEFINITION
INITIAL RESPONSE 8×5 (PST)*
INITIAL RESPONSE 24x7x365
P1
Total loss or continuous instability of functionality on a production system.
4
hours
hours
2
hours
hours
P2
Performance degraded or severely limited but not causing a total loss of functionality.
8
hours
hours
4
hours
hours
P3
General questions, workaround in place for Priority 1 and Priority 2 issues.
24
hours
hours
8
hours
hours
Case priority is as determined by the customer. If you want to learn more about our support policy, get in touch with our team sales@alluxio.com*9-5pm (PST), Monday-Friday
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