Support

Aura offers the following levels of support, based upon your chosen plan:

Free Professional Enterprise

Ticket-based support (with no SLA), via the Support Portal

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

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.

Professional

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 North America Europe, Middle East or Africa

New Year’s Day

President’s Day

Memorial Day

Good Friday

Easter Monday

Early May bank holiday

Spring bank holiday

Independence Day

Summer bank holiday

Labor Day

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.