Support Policy (Before October 6, 2021)

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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: June 3rd, 2021

*ESSENTIAL SUPPORT*
FREE
STANDARD
PREMIUM

Documentation
Yes
Yes
Yes

Community Forum
Yes
Yes
Yes

API Status Updates
Yes
Yes
Yes

Email and Web Support
No
Yes*
Yes*

Account and Billing Inquiries
Yes
Yes
Yes

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.

***Email and 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

***Email and 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 (other than our own)

- Product training

- Support in languages other than English

- Professional Services, which is addressed in accordance with its terms.

**Professional Services Available (Contact Sales)**

**Additional Services Available (Contact Sales)**

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