Support Policy (Before January 9, 2025)

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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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Infrastructure & Sub-Processors

Last Updated: July 23rd, 2024

FREE PLAN
BASE SUPPORT
STANDARD SUPPORT
EXTENDED SUPPORT

Status Page
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The Algolia Community Server on Discord
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Account and Billing Inquiries
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Web Support*
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Targeted Response Times**
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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: within 4 business hours

- P1: within 4 business hours

- Minimum frequency of updates on the reported issues:

P0: Every business day

- P1: Every business day

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

Response Times

- Initial Response:

P0: within 30 minutes

- P1: within 2 hours

- P2: within 24 business hours

- Minimum frequency of updates on the reported issues:

P0: Every hour

- P1: Every 4 hours

- P2: Every week

In the Initial Response, Algolia will confirm that the support request was received and taken into account. For customers with targeted response times, Subscriber shall report the issue through the Support portal and specify the level of severity.

### Severity levels are defined as follows:

- Priority 0 (P0) Critical: There is a critical problem with the hosted search services in which there is a complete failure in the search service such that Subscriber is unable to obtain required results across all data centers in a non sandbox environment.

- Priority 1 (P1) Serious: Any of the following occurs: (a) there is a recurring critical failure in the hosted search services affecting indexing of required Subscriber Data in a non sandbox environment or (b) there is an impairment in the hosted search services such that some search is intermittent and Subscriber experience is affected in a non sandbox environment.

- Priority 2 (P2) General: General service errors or data problem or reasonable work-around exists or any error in the hosted search services not addressed above.

P0, P1 and P2 do not include issues related to the network between Algolia servers and Subscriber’s data centers.

### Eligibility and Software Maintenance

- We do not support unofficial community-created integrations, frameworks, API clients, and front-end libraries.

- All integrations, frameworks, API clients and front-end libraries must be on the most recent Algolia version to be eligible for support.

- The customer must respond to all questions from the support team in a timely manner and maintain communication only via the support ticket; providing access to personnel who have appropriate technical skills is essential.

### Supported and Deprecated Products

We maintain an up to date list of our products, and the support you can expect for each one here.

### Help with Unsupported Issues

The Algolia Community Server on Discord is a great channel for discussions outside the bounds of the Algolia Support offerings.

If you require support and services beyond our professional services, please consult our list of partners.

### Professional Services Available

Contact Sales

### Partners Services Available

Contact Partners

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