Technical Support

Customer success is our priority

Our comprehensive support packages include issue identification, problem resolution and developer assistance. Learn about support available for each product edition.

  Standard Premium
Consulting Checkpoints None 3
Support Communication Portal Only Portal, Phone
24x7x365 No Yes
Incidents/Cases Unlimited Unlimited
Response Times
Severity 1 4 Business Hours
Severity 2 1 Business Day
Severity 3 2 Business Days
Severity 4 2 Business Days
Severity 1 1 Business Hour
Severity 2 2 Business Hours
Severity 3 4 Business Hours
Severity 4 4 Business Hours
Named Support Contacts (primary/backup) 1/1 2/1
Download – Software and Documentation
Online Incident Management
Defect / Feature Management
Pentaho Knowledgebase
Notification Subscription