Elastic Support

Get help from our customer service experts

Feeling stuck? Need help stabilizing your cluster? Trying to figure out the best way to optimize your experience on Elastic as you scale your deployment? You're in the right place.

  • Technical Documentation

    Take advantage of Elastic in-depth technical documentation to dive in and get hands-on with a solution quickly.

  • Training

    Check out Elastic’s free on-demand and paid instructor-led courses to help you become an Elastic expert.

  • Community

    Reach out to the global community of Elastic users to get help addressing your unique use cases.

  • Elastic Support Hub

    Search through articles, technical docs, or submit a ticket to the Support team for help.

  • Working with Elastic Support

    Understand the best way to work with Elastic Support to get the help you need.

  • Professional Services

    If it’s a custom project you’re looking for or some hands-on-keyboard assistance, then our Consulting team may be the perfect fit.

Why Elastic Support?

  • Global

    Leverage a global team of Support experts in over 25 countries.

  • Expert

    Benefit from the best support and guidance for Elastic software from experienced Support engineers.

  • Resolution

    Get your deployments back up and running so Elastic keeps delivering insights that drive results.

Subscription levels

Elastic offers several supported subscription offers to suit your needs.

  • Standard

    • Core Elastic Web-based support
    • 2 Support Contacts
    • 3-business day target response time
    • Only available on Elastic Cloud

  • Gold

    • Business hours support
    • Phone- and-web-based support
    • 6 Support Contacts
    • Only available on Elastic Cloud

    Target initial response time:

    • Urgent: 4 business hours
    • High: 1 business day
    • Normal: 2 business days

  • Platinum

    • 24/7/365 support
    • Phone- and web-based support
    • 8 Support Contacts

    Target initial response time:

    • Urgent: 1 hour
    • High: 4 hours
    • Normal: 1 business day

  • Enterprise

    • 24/7/365 support
    • Phone- and web-based support
    • 8 Support Contacts

    Target initial response time:

    • Urgent:
      • Self-managed: 1 hour
      • Elastic Cloud: 30 minutes
    • High: 4 hours
    • Normal: 1 business day

Support and Policies

Check out these resources to learn the best way to get the help you need, as well as for more information on Elastic’s policies.

Elastic Support Services policy
(Self-managed)

Learn how Elastic's self-managed support works when you take advantage of support services.

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Elastic Support Services policy
(Elastic Cloud)

Gain a better understanding of how Elastic's cloud support works when you take advantage of support services.

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End of Life (EOL) Policy

Review how long older versions are maintained and supported over time.

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Support Matrix

Check out the platform and software configurations eligible for support under Elastic's support offerings.

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