Technical Support

Customer success is our priority

Business analytics success takes more than just great software, so we've tailored our support packages to meet the specific needs of each client. It starts with issue identification and problem resolution, but it goes much further. Pentaho provides offerings that include around the clock access, consulting sessions, and even a dedicated solution architect with intimate knowledge of your environment.

A Support Package that Works for You

Whether you are looking for the fastest possible issue resolution or ongoing strategic collaboration, our team of experts has you covered. Learn about the specific components of each support package below:

Package Standard Premium Enterprise
Incidents/Cases Unlimited Unlimited Unlimited
Response Times
Severity 1 4 Bus. Hours
Severity 2 1 Bus. Day
Severity 3 2 Bus. Days
Severity 4 2 Bus. Days
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) 1/1 2/1 2/1
Download – Software and 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    

Additional Support Links