Technical Support
Unlock the full potential of your Aerospike investment with personalized guidance and support from Aerospike experts. Overcome obstacles and expedite your time to value
Support plans
All paid subscriptions include Silver support. For organizations that need faster response times and deeper technical partnership, Gold and Platinum plans provide additional capabilities.
| Silver | Gold | Platinum | |
|---|---|---|---|
| Who is this for |
Teams that need enterprise-grade support with standard SLAs |
Teams running business-critical workloads that need faster responses and proactive, ongoing guidance |
Enterprises with mission-critical workloads that require the highest level of support and engagement |
| Response Times* | Urgent: 1 hour |
Urgent: 30 min |
Urgent: 15 mins |
|
Access to all product updates and maintenance releases
(major, minor, and patch) |
✓ |
✓ |
✓ |
| 24x7 web ticketing via the Support Portal | ✓ |
✓ |
✓ |
| Designated Support Contacts | 3 |
10 |
No preset limit |
| Technical Account Manager | − |
✓ |
✓ |
| Design & Architecture Review Sessions | − |
✓ |
✓ |
| Best Practices & Enablement Sessions | − |
✓ |
✓ |
| Complimentary Service Catalog Credits | None |
16 |
Based on software spend |
| Personalized Learning Management System | − |
− |
✓ |
| Aerospike Executive Sponsor | − |
− |
✓ |
| Cost |
Included with all paid software subscriptions Download PDF |
Contact Sales Download PDF |
Contact Sales Download PDF |
* Urgent apply only to production environments.
Support policies and versions
Aerospike Support gives you direct access to engineers who keep your mission-critical systems healthy, optimized, and up to date. Learn more about what's covered, how we classify and respond to issues, and how we partner with your designated contacts to deliver predictable, enterprise-grade support at every stage.
Aerospike Support covers the Aerospike Data Infrastructure Platform releases within their designated maintenance window, running on supported operating systems. Each major version has a clear general availability date and end-of-life date documented in our version matrix.
The Aerospike difference
Learn how Aerospike works, from first principles to production tuning.
Create and manage cases, escalate an issue, or engage with the Aerospike Support Team
Receive consultation and guidance for your highest-stakes projects.
FAQ
Only your organization's designated support contacts can open and manage tickets. The number of contacts depends on your plan: 3 with Silver, 10 with Gold, and no preset limit with Platinum.
Log in to the Support Portal and submit a new ticket. All tickets created through the portal are covered by the SLAs defined in the Support Policy. Requests raised through other channels are not bound by these service levels.
Only English is supported at this time.
Once a major release reaches its end-of-life date, it is no longer considered supported software. Aerospike will not provide bug fixes or security patches for that version; you'll need to upgrade to a supported release.
No. Training, consulting, and custom development are separate from standard support. These services may be available through Professional Services engagements or through complimentary service catalog credits included with Gold and Platinum plans.
Aerospike uses the information you provide solely to deliver support. Share only the data strictly necessary for troubleshooting, and ensure any personal data is limited to what's required.
Technical Support
Unlock the full potential of your Aerospike investment with personalized guidance and support from Aerospike experts. Overcome obstacles and expedite your time to value
Support plans
All paid subscriptions include Silver support. For organizations that need faster response times and deeper technical partnership, Gold and Platinum plans provide additional capabilities.
| Silver | Gold | Platinum | |
|---|---|---|---|
| Who is this for |
Teams that need enterprise-grade support with standard SLAs |
Teams running business-critical workloads that need faster responses and proactive, ongoing guidance |
Enterprises with mission-critical workloads that require the highest level of support and engagement |
| Response Times* | Urgent: 1 hour |
Urgent: 30 min |
Urgent: 15 mins |
|
Access to all product updates and maintenance releases
(major, minor, and patch) |
✓ |
✓ |
✓ |
| 24x7 web ticketing via the Support Portal | ✓ |
✓ |
✓ |
| Designated Support Contacts | 3 |
10 |
No preset limit |
| Technical Account Manager | − |
✓ |
✓ |
| Design & Architecture Review Sessions | − |
✓ |
✓ |
| Best Practices & Enablement Sessions | − |
✓ |
✓ |
| Complimentary Service Catalog Credits | None |
16 |
Based on software spend |
| Personalized Learning Management System | − |
− |
✓ |
| Aerospike Executive Sponsor | − |
− |
✓ |
| Cost |
Included with all paid software subscriptions Download PDF |
Contact Sales Download PDF |
Contact Sales Download PDF |
* Urgent apply only to production environments.
Support policies and versions
Aerospike Support gives you direct access to engineers who keep your mission-critical systems healthy, optimized, and up to date. Learn more about what's covered, how we classify and respond to issues, and how we partner with your designated contacts to deliver predictable, enterprise-grade support at every stage.
Aerospike Support covers the Aerospike Data Infrastructure Platform releases within their designated maintenance window, running on supported operating systems. Each major version has a clear general availability date and end-of-life date documented in our version matrix.
The Aerospike difference
Learn how Aerospike works, from first principles to production tuning.
Create and manage cases, escalate an issue, or engage with the Aerospike Support Team
Receive consultation and guidance for your highest-stakes projects.
FAQ
Only your organization's designated support contacts can open and manage tickets. The number of contacts depends on your plan: 3 with Silver, 10 with Gold, and no preset limit with Platinum.
Log in to the Support Portal and submit a new ticket. All tickets created through the portal are covered by the SLAs defined in the Support Policy. Requests raised through other channels are not bound by these service levels.
Only English is supported at this time.
Once a major release reaches its end-of-life date, it is no longer considered supported software. Aerospike will not provide bug fixes or security patches for that version; you'll need to upgrade to a supported release.
No. Training, consulting, and custom development are separate from standard support. These services may be available through Professional Services engagements or through complimentary service catalog credits included with Gold and Platinum plans.
Aerospike uses the information you provide solely to deliver support. Share only the data strictly necessary for troubleshooting, and ensure any personal data is limited to what's required.
