Premium Support

We offer world-class support with a full range of Service Level Agreements to meet your business needs.

As a MapR Premium Support customer, you’ll be able to tap into our knowledge, expertise, innovation and support to get the most out of your MapR Platform for Apache® Hadoop™. The combination of our world-class support engineers, thorough documentation and MapR forums will make your ramp-up easy and ensure the smooth operation of your mission critical applications.

MapR offers a full range of Service Level Agreements (SLAs) to match your business needs. With a MapR Premium Support subscription, available for MapR M5 and M7 Editions, you’ll get direct and immediate access to our highly qualified team of Hadoop engineers who are available to help you with every component of the MapR Distribution for Hadoop.

Resources Available to Premium Support Customers

Global Technical Support
With MapR Premium Support, you can rely on our best-in-class team of Hadoop support professionals to help you get the most out of our MapR platform. To ensure your success, our support team offers 24 x 7 follow-the-sun support through phone, email and via our online Support Portal. We’re here to:

  • Answer your technical questions
  • Respond to all incidence reports
  • Notify you of product updates
  • Help you with any installation configuration issues
  • Explain routine maintenance procedures
  • Diagnose any application or system issues
  • Assist you with licensing or upgrading issues
  • Provide you with any necessary bug fixes and patches

Documentation
We provide all MapR users with online access to our thorough and up-todate MapR documentation. MapR documentation pages are fully searchable and continually updated, based on user feedback and tech support experience.

MapR Community Forum
Plug in to our MapR forum where you’ll find a wealth of information and resources to help you with various technical and product issues. Use the MapR forum to get information, connect with other MapR users, learn more about Hadoop, and share your MapR experiences with others in the community.

Community Resource Directory
Explore our helpful directory of resources and information managed by the Hadoop community.

MapR Professional Services In addition to our support offerings, our MapR Professional Services Consultants are available to help you throughout all phases of your project. We also offer a full range of training resources via MapR Academy to help you understand and leverage MapR. We offer onsite and instructor-led open-enrollment courses that provide a hands-on learning environment with real-world problem solving activities, as well as a free library of videos, recorded webinars, and other materials to help you learn Hadoop at your own pace.

Service Level Agreements

 

P1/S1 Critical

P2/S2 High

P3/S3 Medium

P4/S4 Low

Priority Initial response within 1 hour Initial response within 4 hours Initial response within 1 business day Initial response within 1 business day
Updates Updates from MapR will be delivered to the customer every hour unless both parties agree upon a different frequency Updates from MapR will be delivered every business day unless both parties agree upon a different frequency Updates from MapR will be delivered every 5 business days (unless both parties agree upon a different frequency) until resolution is identified. Updates from MapR should be delivered every 7 business days unless both parties agree upon a different frequency, until resolution is identified.
MapR Responsibilities MapR Resource dedicated 24x7 until a workaround or resolution is in place. MapR Resources available Monday through Friday during local business hours until a resolution or workaround is in place MapR Resources available Monday through Friday during local business hours until a resolution or workaround is in place. MapR Resources available Monday through Friday during local business hours until a resolution or workaround is in place.
Customer Responsibilities Customer resource available 24x7* Ability to provide necessary diagnostic information
*If the assigned engineer cannot reach the customer within 4 hours, the priority is temporarily lowered.
Resources available Monday through Friday during local business hours until a resolution or workaround is in place.
Ability to provide necessary diagnostic information.
Resources available Monday through Friday during local business hours until a resolution or workaround is in place.
Ability to provide necessary diagnostic information.
Resources available Monday through Friday during local business hours until a resolution or workaround is in place.
Ability to provide necessary diagnostic information.
Examples Production system down. Severe production data loss or substantial data unavailable on MapR based systems. Issues that are impairing, but not causing a total loss, of mission-critical functionality.
Intermittent issues that affect mission-critical functionality.
Redundancy of critical software components.
Inability to deploy a feature.
Issues in the software or on the system that are not causing impact to mission critical functionality.
Non-repeated issues that have impacted mission-critical functionality but have since recovered.
Issues seen in a test or pre-production environment that would normally cause adverse impact to a production cluster.
Time-sensitive questions or information requests.
Workaround in place for Priority 1 and Priority 2 issues.
Information requests.
Standard questions on configuration or functionality of software.


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