Support Policy (Before January 9, 2023)

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Support Policy

This is not the current version of this document and is provided for archival purposes. The current version is available here.

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Last Updated: November 1st, 2022

FREE PLAN BASE SUPPORT STANDARD SUPPORT EXTENDED SUPPORT

Status Page ✔️ ✔️ ✔️ ✔️

Community Forum ✔️ ✔️ ✔️ ✔️

Account and Billing Inquiries ✔️ ✔️ ✔️ ✔️

Web Support* ✔️ ✔️ ✔️

Targeted Response Times** ✔️ ✔️

Price Included Contact Sales Contact Sales

This description of Algolia's support services applies to customers who subscribe to the listed plans on or after the date of last update. The changes are not retroactive. If you are an existing customer as of that date, a description of your support service may be found below.

Normal Support Hours - standard business hours excluding holidays

Our support team works standard business hours (9:00 AM - 5:00 PM) Monday - Friday and are spread globally throughout APAC, EMEA and the Americas using a “follow the sun” model.

We will endeavor to match you with a support agent in the same time zone as you when possible.

* Web Support Includes

Incident Support - Identifying and troubleshooting problems using the Algolia APIs

• Identifying and creating bug reports for Algolia APIs, Web Dashboard, API clients, front-end libraries and our extensions and integrations

• Troubleshooting upgrades for Algolia API clients, front-end libraries and our extensions and integrations

• Assistance with Algolia Services related questions; including relevancy, search or indexing guidance

• Assistance with interpretation of Documentation

* Web Support Does Not Include

• Beta, end of life cycle of Services including end of life of third party platforms

• Customized versions of Algolia’s API client, front-end libraries, extensions and integrations (customized = original code has been modified)

• General implementation guidance, development questions or requests

-For community-based development support, please post these questions on Algolia Discourse

• Third-party plugins or applications (other than our own)

• Product training

• Support in languages other than English

• Signing in to your website or integration for troubleshooting or debugging

Professional Services (Contact sales to learn about the offerings).

** Targeted Response Times

For customers subscribing to Standard Support, Algolia will respond to errors in the hosted search services according to the schedule indicated below.

Response Times

• Initial Response:

P0: 4 business hours

• P1: 4 business hours

• Minimum frequency of updates on the reported issues:

P0: Every business day