Hazelcast Viridian Support Policy
Hazelcast offers support options with different response times to suit your requirements and budget.
Support option |
Coverage |
Support Channel |
Response Times |
Standard support Dedicated Serverless |
24 hours a day, 7 days a week, 365 days a year |
Less than one business day. |
|
Enterprise support Dedicated |
24 hours a day, 7 days a week, 365 days a year |
Hazelcast Support, Emergency Telephone Number |
Response times vary, depending on the severity level. |
Severity Levels
The Hazelcast Support Team prioritizes issues by their severity level:
-
Severity 1 (production applications are down): We will respond in less than 30 minutes.
-
Severity 2 (production applications are down and there is a known workaround): We will respond in less than 2 hours.
-
Severity 3 (low impact on applications): We will respond in less than 4 hours.
-
Severity 4 (insignificant issue with little to no impact): We will respond in less than one business day.
Contact Hazelcast
If you have a question or you’re interested in Enterprise support, contact us at sales@hazelcast.com.