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Getting Support For Open Source Search

Commercial Support Offerings

For customers that need enterprise-grade technical support for LucidWorks Search or Lucene/Solr applications, LucidWorks Technical Support programs provide the assurance you need to deploy business-critical applications built on open source technology.

All Technical Support programs include the following services:

• Time-critical problem resolution and incident management with a response time of 4 hours, delivering fast cycle times for production problems.
• Telephone support during coverage hours to file a support case, or get direct assistance.
• Flexible, web-based Case Management—log support cases directly into the LucidWorks CRM system. 24x7 account access to monitor the status of filed cases. Submit tickets online or by e-mail.
• Updates and Upgrades to Software—Receive updates and upgrades to the LucidWorks Search software (or certified distributions of Apache Lucene/Solr). Proactive notification of new releases.
• Bug Fixes—Receive bug fixes for LucidWorks Search, certified distributions, or for non-certified Lucene version 1.4 or later and the non-certified Solr 1.1 or later.

Local Business Hours or Global 24x7

Production support is available for Lucene/Solr and LucidWorks Search. For many search-based applications, regular business hours support via an Production Support Subscription is appropriate.

For applications that need the added assurance of global, round-the-clock support, LucidWorks 24x7 Production Support Subscriptions provide the same caliber of support in a more comprehensive time frame. Any time of day or night, weekends or holidays, we will have a search engineer available to help work through your issues, with incident management SLA-based support during business hours.

How To Buy

Support programs are delivered through a complete selection of subscription packages for LucidWorks Search, Solr and Lucene. For more information please contact Sales.

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