Enterprise Support

Single Point of Contact and VIP Support

For clients with complex big data, business analytics or embedded analytics initiatives, Enterprise Support delivers our highest level of service. The Enterprise Support tier pairs the client with a single point of contact to provide ongoing guidance, best practices, and management of feature requests and support cases. It also includes a VM replica of the customer’s business analytics environment to expedite problem resolution.

Accelerate Timelines, Plan for Innovation and Reduce Risk

Compare the specific components of Enterprise and Premium support packages:

Package Premium Enterprise
Incidents/Cases Unlimited Unlimited
Response Times
Severity 1 1 Bus. Hour
Severity 2 2 Bus. Hours
Severity 3 4 Bus. Hours
Severity 4 4 Bus. Hours
Severity 1 1 Bus. Hour
Severity 2 2 Bus. Hours
Severity 3 4 Bus. Hours
Severity 4 4 Bus. Hours
Named Support Contacts
(primary/backup)
2/1 2/1
Download – Software / Documentation
Online Incident Management
Defect/Feature Management
Pentaho Knowledge
Notification Subscription
Support Communication via Portal
Support Communication via Phone
24x7x365 Availability
Consulting Checkpoints
Single technical Pentaho point of contact for every account  
Ongoing technical communication  
One-on-one guidance, mentoring and best practice discussions  
Management of feature requests and support cases  
Expedited issue resolution through full understanding of client environment  
Invitation to exclusive Pentaho customer events  
Scheduled technical sessions with Pentaho subject matter experts  
Internal VM replicated customer environment for faster resolution