Support Policy (Before November 1, 2022)

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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: October 6th, 2021

FREE PLAN STANDARD/PREMIUM PLAN PREMIER SUPPORT

Status Page ✔️ ✔️ ✔️

Community Forum ✔️ ✔️ ✔️

Account and Billing Inquiries ✔️ ✔️ ✔️

Web Support* ✔️ ✔️

Guaranteed Response Times** ✔️

Account Success Team ✔️

Price Included 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.

Hours of availability

Algolia Support is available Monday - Friday during standard business hours (9:00 AM - 5:00 PM local time), excluding local holidays.

* 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).

** Guaranteed Response Times

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

Response Times

• Initial Response:

P0: 30 minutes

• P1: 2 hours

• P2: 24 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 guaranteed response times, Subscriber shall report the issue through the Support portal and specify the level of severity.