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.