Support
The following support levels are available:
AuraDS Professional | AuraDS Enterprise | |
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Ticket-based support |
No SLA |
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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 8:00 AM to 6:00 PM, Monday through Friday, excluding major holidays as detailed below.
- Enterprise Premium Support
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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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All tickets submitted on a weekend or holiday (except for the Enterprise level) will be responded to on the next business day.
Holidays vary slightly, based on geography:
Holiday | AMER [1] | EMEA [2] | APAC [3] |
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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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The coronation of King Charles III [4] |
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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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Veterans Day |
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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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1. AMER is the support region for customers in North, South and Central America or the Caribbean. 2. EMEA is the support region for customers in Europe, Middle East and Africa. 3. APAC is the support region for customers in Asia and Australia. 4. The coronation of King Charles III is Saturday 6th May 2023, followed by a public holiday on Monday 8th May 2023. |
For full details on support levels, see the Neo4j Aura Support Terms page.
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