Support
AuraDB offers the following levels of support, based upon your chosen plan:
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Ticket-based support (with no SLA), via the Support Portal |
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Premium ticket-based support, via the Support Portal |
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Operational status
All users can access the Aura Status page to check the operational status, and to subscribe to updates.
Response times and office hours
Local business hours are 8:00am to 6:00pm, Monday through Friday, excluding major holidays as detailed below.
- Enterprise
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Neo4j Support Engineers provide a 24 x 7 x 365 support for Severity 1 issues for Enterprise customers, regardless of weekday, weekend[1], or holiday:
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Severity 1: < 1 hour
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Severity 2: < 4 business hours
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Severity 3: < 8 business hours
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Severity 4: < 8 business hours
Any Severity 2, 3 and 4 submitted on a weekend or holiday will be responded to on the next business day.
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- Professional
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All tickets for Professional customers submitted on a weekend or holiday will be responded to on the next business day.
Holidays vary slightly, based on geography:
| Holiday | AMER [2] | EMEA [3] | APAC [4] |
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New Year’s Day |
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Martin Luther King Day |
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Makar Sankranti |
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Republic Day |
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President’s Day |
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Maha Shivratri |
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Holi |
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Memorial Day |
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Good Friday |
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Easter Monday |
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Early May bank holiday |
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Spring bank holiday |
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Midsummer Day (Neo4j company holiday) |
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Independence Day (US) |
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Independence Day (India) |
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Summer bank holiday |
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Ganesh Chaturthi |
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Labor Day |
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Gandhi Jayanti |
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Dussehra / Vijayadashami |
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Diwali |
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Diwali Padwa |
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Thanksgiving Day |
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Day after Thanksgiving |
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Christmas Eve |
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Christmas Day |
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Boxing Day |
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New Year’s Eve |
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For full details on support levels, see the Neo4j Aura Support Terms page.
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