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GraphGrid Cloud Support Plans

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 that meet most customer needs. Please contact us if your business requires a support capability not provided in these support plans.

 

Standard

Advanced

Premium

 

Technical Support

Business hours** access

via Slack and email

Extended business hours*** access

via Slack, email, chat and phone

24×7 access

via Slack, email, chat and phone

 

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:

< 6 hours

Production system down:

< 3 hours

General guidance:

< 24 hours

System impaired:

< 12 hours

Production system impaired:

< 6 hours

Production system down:

< 3 hour

Business-critical system down:

< 1 hour

 

Architecture Support

General guidance

Contextual guidance based on your use-case

Consultative review and guidance based on your applications

 

Third-Party Software Support

General guidance

Interoperability and

configuration guidance

and troubleshooting

Interoperability and

configuration guidance

and troubleshooting

 

Architectural Review

General guidance

Contextual Guidance

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

 

Operations

Support

General guidance

Contextual Guidance

Operational reviews, recommendations, and reporting

 

Graph Optimization

General guidance

Contextual Guidance

Cypher Query Tuning and Graph Modeling from Certified Neo4j Professionals

 

Cloud Pricing

Starts at $30 per month

See pricing detail and sample

Starts at $200 per month

See pricing detail and sample

Starts at $2k per month

See pricing detail and sample

 

*We will make every reasonable effort to respond to your initial request within the corresponding timeframes.

**Business hours means 8am-6pm Monday through Friday, excluding national holidays, in the U.S. Eastern (EST) time zone

***Extended business hours means 6am-10pm Monday through Friday, excluding national holidays, in the U.S. Eastern (EST) time zone