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GraphGrid Support Plans

Support for All Levels

All customers receive Basic Support included with your GraphGrid account. All plans, including Basic Support, provide 24×7 access to customer service, GraphGrid documentation, whitepapers, and support Slack.

For access to technical support and additional Support resources, we offer plans to fit your unique needs.

 

Basic

Developer

Business

Enterprise

Customer Service and
Communities

24×7 access to

customer service,
documentation, whitepapers, and

support Slack

 

24×7 access to

customer service,
documentation, whitepapers, and

support Slack

24×7 access to

customer service,
documentation, whitepapers, and

support Slack

24×7 access to

customer service,
documentation, whitepapers, and

support Slack

Technical

Support

 

Business hours**
access

to GraphGrid Support
Associates

via Slack & email

 

24×7 access

to GraphGrid Support
Engineers

via Slack, email,
chat & phone

24×7 access

to Sr. GraphGrid
Support Engineers

via Slack, email,
chat & phone

Who Can Open Cases

 

One primary contact/

Unlimited cases

 

Unlimited contacts/

Unlimited cases

Unlimited contacts/

Unlimited cases

Case Severity/

Response Times*

 

General guidance:

< 24 business
hours

 

System impaired:

< 12 business
hours

General guidance:

< 24 hours

 

System impaired:

< 12 hours

 

Production system
impaired:

< 4 hours

 

Production system
down:

< 1 hour

General guidance:

< 24 hours

 

System impaired:

< 12 hours

 

Production system
impaired:

< 4 hours

 

Production system
down:

< 1 hour

 

Business-critical
system down:

< 15 minutes

Architecture

Support

 

General guidance

Contextual guidance
based on your use-case

Consultative review
and guidance based on your applications

 

Third-Party Software

Support

 

 

Interoperability
&

configuration
guidance

and troubleshooting

 

Interoperability
&

configuration
guidance

and troubleshooting

Architectural Review

 

 

 

Access to a
Well-Architected Review delivered by GraphGrid Solution Architects

Operations

Support

 

 

 

 

Operational reviews,
recommendations, and reporting

 

Graph Optimization

 

 

 

 

Cypher Query Tuning
and Graph Modeling from Certified Neo4j Professionals

 

Account

Assistance

 

 

 

 

Assigned

Support Concierge

 

Proactive

Guidance

 

 

 

 

Designated

Technical Account
Manager

 

Pricing

Included

Starts at $30 per month

See pricing detail and
sample

  Starts at $100 per month

See pricing detail and
sample

 

Starts at $2k per
month

See pricing detail and
sample