Support level:
- Base
- Premium
- 24/7
Stardog Support Packages
Stardog prides itself on delivering world-class support backed by our expert engineers.
All enterprise licenses come with:
- Base Support package, including access to our Customer Portal
- Dedicated Customer Success Manager to act as your strategic advisor – aligning your project to defined, measurable goals, collecting feature requests, sharing roadmap input, and more
- Access to our Solutions Architect team, the technical counterpart on Customer Success – for providing recommendations on best practices, implementation, and configuration support
| Support Level | Base | Premium | 24/7 |
| Description | Included with your enterprise license, get answers to your questions and solutions to your technical issues. | Faster responses when time is of the essence. Complemented by access to more technical resources to get what you need to solve the issues you’re facing. | Your data never sleeps and neither does our support. All the additional resources included in Premium support and around the clock responses by Stardog Support Engineers. |
| Availability |
Monday - Friday 7am - 5pm ET |
Monday - Friday 7am - 5pm ET |
24/7/365 |
| First Reply Time | |||
| Urgent | 1 Business Day | 4 Business Hours | 2 Calendar Hours |
| High | 2 Business Days | 1 Business Day | 4 Calendar Hours |
| Normal | 3 Business Days | 2 Business Days | 1 Business Day |
| Low | 4 Business Days | 3 Business Days | 2 Business Days |
| Resources | |||
| Dedicated Customer Success Manager | |||
| Private Maven Repository | |||
| Historical Docker Images | |||
| Priority Bug Fixes/ Feature Requests | |||
| Access to Snapshot Builds | |||
| Pricing | Included | Contact Us for Pricing | Contact Us for Pricing |
Base
Included with your enterprise license, get answers to your questions and solutions to your technical issues.
Availabity
Monday - Friday
7am - 5pm ET
First Reply Time
Urgent
1 Business Day
High
2 Business Days
Normal
3 Business Days
Low
4 Business Days
Resources
Dedicated Customer Success Manager
Private Maven Repository
Historical Docker Images
Priority Bug Fixes/ Feature Requests
Access to Snapshot Builds
Pricing
Included
24/7
Your data never sleeps and neither does our support. All the additional resources included in Premium support and around the clock responses by Stardog Support Engineers.
Availabity
24/7/365
First Reply Time
Urgent
2 Calendar Hours
High
4 Calendar Hours
Normal
1 Business Day
Low
2 Business Days
Resources
Dedicated Customer Success Manager
Private Maven Repository
Historical Docker Images
Priority Bug Fixes/ Feature Requests
Access to Snapshot Builds
Pricing
Join the Stardog Community for more support and discussion
Sign UpUrgent:
Software substantially fails to perform; Errors in core system, such as cluster/server downtime, database corrupted, and system non-functional.
High:
Substantial degradation in performance of the Software; Errors that cause correctness issues in reads/writes.
Normal:
Minimal-to-no impact on the availability or performance of the Software; Errors are defects in non-critical components.
Low:
Technical questions or tasks that have no impact on the performance of the software