Service & support

Kognitio gives business users access to big data to allow them to make crucial business decisions, so it’s important for us to be there when you need our assistance and to deliver a robust service so that your teams can achieve optimal productivity.

We offer a range of support options depending on how you have deployed Kognitio.

Support on Hadoop Support for standalone

Support for Kognitio on Hadoop

Kognitio on Hadoop is a free-to-use product and there are no functionality or capacity limitations. There are a number of different support levels available:

Community
Free support via the Kognitio community forum
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Community

Community support is via the Kognitio support forum. This support is free-to-use, but there is no guaranteed response. It is a public forum, so you shouldn’t post anything confidential or commercially sensitive there.

Web
Gives you access to the customer support portal
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Web

Web support gives you access to the customer support portal. You can submit support cases for Kognitio at any time. The portal also gives access to a set of solutions, which can help resolve common problems. In particular there are troubleshooting solutions which take you through decision trees to determine the cause of things like performance issues. With basic web support there is no guaranteed response time. You also have access to the Community Support forum.

Web Premium
Web support with guaranteed response time plus access to Community Forum
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Web Premium

Web premium support gives you everything that the community and web support options provide, except here you get a guaranteed response time for support cases. We’ll respond to the case within 1 UK working day of the case being raised.

Phone
Web premium support plus phone support
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Phone

Phone support includes web premium support and allows you to call us and speak to a member of support staff during normal UK working hours.

Phone Premium
All of the above levels but also allows priority 1 problems
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Phone Premium

Phone premium offers all of the above levels but also allows priority 1 problems (i.e. the Kognitio software is completely unusable, equivalent to a system down event) to be raised by phone 24×7. Problems of lesser severity will still be handled within normal UK working hours.

Forum access
Long term support versions
Support portal access
Phone access
24 x 7 support
Response period

-

-

8x5 (UK)

8x5 (UK)

24x7 for P1, else 8x5 (UK)

Response time

-

-

1 day

1 hour*

1 hour*

Minimum term

-

3 months

3 months

1 year

1 year

Minimum capacity

-

1 TB

1 TB

1 TB

1 TB

* indicates response time within the supported time period. Calls outside this period are treated as made at the start of the next supported time period.

Long term support versions

Customers taking out any of the paid support options (Web or above) will be able to receive patches for a non-current release. These can only be used on systems with a support contract currently in place.

So, for example, if you were to buy a 3 month support contract, you can use the software for 3 months but then your license would expire. You could then either pay for another support contract for the existing system, or alternatively you could revert to the current software release without needing to pay for support.

Please note that this means that if you want to use a long-term support version on a production system, and you also want to keep a test/dev system on the same version, you’ll need to also purchase support for that test/dev system.

Support for Kognitio standalone

Kognitio offers Premium and Standard tiers of service to address the support requirements of any organization. The support offerings include up to full 24×7 coverage and response times as rapid as just 1 hour, helping you to maintain optimal productivity and competitive advantage.

 

All support packages offer free access to the latest software updates and maintenance releases. With ongoing support for the latest revision as well as current editions, clients can rest assured that we will support their ongoing investment in Kognitio.

Premium Standard
FAQ
Software updates
Maintenance releases
Access to self-service online user portal
Access to online knowledgebase
Technical support coverage

24×7
Critical

8×5
Mon-Fri

Response rates

1 hour response

1 hour response

Contact us

To find out more about our support options, contact us today.

Get in touch