Support Options for GridGain and Apache Ignite Software

GridGain® Systems offers support subscriptions for the GridGain and Apache® Ignite in-memory computing platforms. Standard or Premium Support subscriptions for GridGain software include timely access to our professional support staff, ongoing product maintenance releases, and an annual subscription to the GridGain Community, Enterprise or Ultimate Edition. Basic Support for GridGain Community Edition and Basic Support for Apache Ignite include access to our professional support staff which can help identify and resolve issues impacting the performance or reliability of your deployment.

Standard Support

Standard Support is for companies deploying the GridGain Enterprise Edition or the GridGain Community Edition in mission-critical applications. With 24x7 support and web, email and phone access, Standard Support is perfect for ongoing mission-critical production deployments. GridGain Enterprise Edition users receive an annual subscription for the software.

Community Edition
Enterprise Edition
Premium Support

Premium Support is for companies deploying the GridGain Enterprise Edition or the GridGain Ultimate Edition for mission-critical applications. Premium Support is available 24x7 with the fastest initial response time, more named support contacts than Standard Support, and web, email and phone access. Premium Support includes a license to the GridGain Enterprise or Ultimate Edition.

Basic Support

Basic Support for the GridGain Community Edition or Basic Support for Apache Ignite is for users deploying production applications. It includes access to the GridGain Support team via the web or email either 9x5 or 24x7. The GridGain team can help troubleshoot performance or reliability issues and suggest workarounds or patches, if necessary. A two-hour initial consultation allows our support team to understand your current environment for more effective support in the future. The consultation also allows our team to identify and communicate potential opportunities for improving the performance or reliability of your deployment.

Ultimate Edition

GridGain Support Comparison by Edition

Solution Unsupported Basic Support Standard Support Premium Support
Software Apache Ignite or GridGain Community Edition Apache Ignite or GridGain Community Edition GridGain Community or Enterprise Edition GridGain Enterprise or Ultimate Edition
Troubleshoot Performance or Reliability Issues  
Identify Bugs and Product Limitations & Workarounds  
Support Hours   9x5 or 24x7 24x7 24x7
Initial Response Time   4 hours 2 hours 1 hour
Unlimited Support Incidents  
Named Technical Contacts   2 3 4
Initial Support Consultation   2 hours    
Maintenance Releases    
Hot Bug Fixes    
Enhanced Features (Enterprise & Ultimate Edition)    
Custom Contracts    
Login to Your Environment    
Support Channels   Web/Email Web/Email/Phone Web/Email/Phone

For further information, visit the GridGain Support Pricing page or contact GridGain Systems now.