Service Offerings

Customers can choose from three levels of support with MapR. While the Community option is free with extensive insights available through our MapR Community, production customers can subscribe to formal support through MapR Standard and MapR Premium support.

Feature Community Standard Premium
Documentation
Knowledge Base
Community Resource
Whitepapers and Datasheets
Product Updates
Forum Support
Web and Email Support  
Customer Portal  
Training  
Urgent Bug Fixes  
Follow-the-Sun Support  
24x7 Phone Support   1
Designated Support Personnel    
Proactive Support    
Cluster Performance & Upgrade Guidance    

1. Priority-1 Bugs only;

MapR supports the following SLAs to meet your various enterprise business needs.

Priority1 Response Time Status Updates
P1 Within 1 hour Every 1 hour
P2 Within 4 hours Every business day
P3 Within 1 business day Every 5 business days
P4 Within 1 business day Every 7 business days

1. Priority is based upon the criticality of the issue: Complete production outage (P1), significant production impact(P2), Moderate production impact or non-production outage (P3), Minimal impact issues, Information, or other non-production requests (P4).

  P1 Critical P2 High P3 Medium P4 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.