Elastic Cloud Support Services Policy for a Standard Subscription Level

If you have subscribed to Elastic Cloud at a Standard Subscription Level, we provide Support Services at a "Limited Support Level." Limited Support Level is a production level of support focused on making sure your Elastic Cloud cluster is green and available. To that end, we offer:

• Analysis of the state of your cluster
• Actions you can perform to stabilize your cluster
• Updates on actions our Support Engineers are taking to stabilize your cluster
• Pointers to Elastic documentation or forums if your question is outside the scope of the platform itself

Please note that Limited Support Level does not include root cause analysis (RCA) or post-incident analysis. Our focus is on restoring and maintaining the health and availability of your Elastic Cloud deployment.

We may also reach out to you proactively to offer onboarding support and other forms of technical assistance in your use of Elastic Cloud.

Support Services at the Limited Support Level do not have a guaranteed initial or ongoing response times, but we do strive to engage on every issue within three business days. We do not offer weekend coverage, so we will respond Monday through Friday only.

When your company's Elastic Cloud account was created, the person associated with the email address that was used to register for Elastic Cloud was authorized as a support contact and received an individual login. This individual is notified via email to register on the Elastic Support Hub the first time they log in, including registering other support contacts at your organization.

The Elastic Support Hub is integrated with Elastic Cloud for authentication. If you have yet to log in to https://cloud.elastic.co, you will be redirected to log in to Elastic Cloud in order to access the Elastic Support Hub. You must have a cloud account to access the support hub. Refer to this blog post for more information on this recent change. Once you're logged in, click the support icon in the top right corner (looks like a life preserver).

Steps to opening a case:

1. Log in to your Elastic Cloud account through https://support.elastic.co.
2. Use the Support Assistant to troubleshoot your issue and search for relevant solutions, known issues, and guidance.
3. If the Support Assistant does not resolve your issue, click Submit a Request from the menu along the top.
4. Fill in the resulting form (see "What should I say in my case?" section below for more info).
5. Click Submit.

You will then receive an email from our system letting you know your case was created, and all future conversation can occur through email.

There are two key pieces of information you can give us in your email:

1. The Deployment ID you're asking about (you may have several)
2. The nature of the problem

Tell us as much about the problem you're facing as possible, and we will do the rest. You can find your Deployment ID on the overview page in the Elastic Cloud Console for each cluster under your account.

Such a simple question, but a good one. The best place to start is our community page, which lists all the best community resources. The most commonly used resources are our community forums on discuss.elastic.co.

Feel free to use these forums as sources of information and for general discussions. Of course, as a customer you do not need to rely on these communities for your critical or confidential support needs, and we strongly recommend against posting any time-sensitive requests here — you have us for that!