Support

The following support levels are available:

AuraDS AuraDS Enterprise (Coming Soon)

Ticket-based support

No SLA

Premium ticket-based support, via the Support Portal

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 Premium Support

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:

  • Severity 1: < 1 hour

  • Severity 2: < 4 business hours

  • Severity 3: < 8 business hours

  • 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.

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 [2] EMEA [3] APAC [4]

New Year’s Day

Martin Luther King Day

Makar Sankranti

Republic Day

President’s Day

Maha Shivratri

Holi

Memorial Day

Good Friday

Easter Monday

Early May bank holiday

Spring bank holiday

Midsummer Day (Neo4j company holiday)

Independence Day (US)

Independence Day (India)

Summer bank holiday

Ganesh Chaturthi

Labor Day

Gandhi Jayanti

Dussehra / Vijayadashami

Diwali

Diwali Padwa

Thanksgiving Day

Day after Thanksgiving

Christmas Eve

Christmas Day

Boxing Day

New Year’s Eve

For full details on support levels, see the Neo4j Aura Support Terms page.


1. Weekends are defined as Saturday and Sunday.
2. AMER is the support region for customers in North, South and Central America or the Caribbean.
3. EMEA is the support region for customers in Europe, Middle East and Africa.
4. APAC is the support region for customers in Asia and Australia.