Elastic Support Services Policy

Not for editing

Effective Date: May 31, 2017

This Elastic Support Services Policy is the primary document used to communicate Elastic's support policies to licensees of Elastic software products (each such licensee, a "Customer"), including Elastic's software products available under both proprietary licenses and open source licenses (collectively, "Software"). As referenced either in the proprietary license agreement under which you obtain and are granted the right to use Elastic's commercial software and/or the agreement under which you obtain a subscription ("Subscription") to Elastic's support services (in each case, the "Agreement"), this Support Services Policy sets forth Elastic's support terms and conditions, as well as provides a description of Elastic's technical support levels. Capitalized terms not defined herein have the definition set forth in the applicable Agreement.

1. Scope of Support Services.

The scope of the Support Services provided to Customer includes general assistance and support regarding the installation of the Software and basic technical configuration of the Software, as well as developer assistance on how to use the Software. Elastic will provide Support Services to Customer in accordance with this Support Services Policy, for the number of Projects/Applications and/or Nodes set forth in an applicable Order Form, where "Node" means a data/master/tribe node Elastic instance, and "Project/Application" means a logical grouping of functionality which Elastic nodes are being used for. Services for multiple Projects/Applications are sold separately. Only Projects or Applications specified in the Order Form will be supported. Development Support Services are not available for production systems.

2. Support Services Offerings.

Elastic offers four different levels of the Support Services which are described below in Section 3 of this Support Services Policy, and are subject to the specific terms and conditions set forth therein regarding hours of operation, response times, methods of support and other matters for each Subscription Level. Elastic shall use commercially reasonable efforts to meet the applicable targeted response times set forth below. Customer acknowledges that the time required for resolution of issues may vary depending on the specific circumstances of each problem, including, without limitation, the nature of the incident/problem, the extent and accuracy of information available about the incident/problem, and the level of Customer's cooperation and responsiveness in providing materials, information, access and support reasonably required by Elastic to achieve problem resolution. Elastic addresses problem resolutions through a number of mechanisms.

3. Subscription Levels.

For all support requests, send an email to support@elastic.co or via our support portal.

In either case, the submission needs to be prior to engaging an Elastic resource. Once the appropriate support request is filed, the most optimal method of contact may be utilized (phone, web, email), subject to the applicable Subscription Level. Severity Level 1 and 2 issues must be filed via the web-based support portal. Severity Level 3 issues may be filed via email or the web-based support portal. All e-mail based production tickets will be treated as Severity Level 3.

Defined Terms:

"Business Day" means Monday through Friday other than a day designated from time to time as a national holiday in the place from which Support Services may be provided.

"Incident" means a single question or issue posed by a Support Contact using the Support Services.

"Support Contact" means a single named individual that is authorized to contact Elastic to make use of the Support Services.


Enterprise Level

  • Normal Hours of Operation: 24 x 7 x 365
  • Method: phone or web
  • Maximum number of Support Contacts: 8
  • Emergency Patches: yes
  • Annual Incidents: unlimited
  • Entitled Features and Functions of X-Pack: Monitoring (formerly Marvel) (+Multicluster & Configurable Retention Policy), security (formerly Shield) (+Custom Realms & Field/Doc-Level Security), alerting (via Watcher), reporting, Graph, and machine learning* (beta).
  • Use of Elastic Cloud Enterprise (ECE): yes.
Severity Target Response
Level 1 1 Hour
Level 2 4 Hours
Level 3 1 Business Day

*This functionality is in beta and is subject to change. Do not use beta features in production. Beta features are not subject to the support SLA of official GA features. Elastic will take a reasonable effort approach to fix any issues


Platinum Level

  • Normal Hours of Operation: 24 x 7 x 365
  • Method: phone or web
  • Maximum number of Support Contacts: 8
  • Emergency Patches: yes
  • Annual Incidents: unlimited
  • Entitled Features and Functions of X-Pack: Monitoring (formerly Marvel) (+Multicluster & Configurable Retention Policy), security (formerly Shield) (+Custom Realms & Field/Doc-Level Security), alerting (via Watcher), reporting, Graph, and machine learning* (beta).
  • Use of Elastic Cloud Enterprise (ECE): no.
Severity Target Response
Level 1 1 Hour
Level 2 4 Hours
Level 3 1 Business Day

*This functionality is in beta and is subject to change. Do not use beta features in production. Beta features are not subject to the support SLA of official GA features. Elastic will take a reasonable effort approach to fix any issues


Gold Level

  • Normal Hours of Operation: 8AM – 6PM business hours in the time zone applicable for the location shown on the Sales Order
  • Method: phone or web
  • Maximum number of Support Contacts: 6
  • Emergency Patches: no
  • Annual Incidents: unlimited
  • Entitled Features and Functions of X-Pack: Monitoring (formerly Marvel) (+Multicluster & Configurable Retention Policy), security (formerly Shield), alerting (via Watcher), and reporting
  • Use of Elastic Cloud Enterprise (ECE): no.
Severity Target Response
Level 1 4 Business Hours
Level 2 1 Business Day
Level 3 2 Business Days


Silver Level

  • Normal Hours of Operation: 8AM – 6PM business hours in the time zone applicable for the location shown on the Sales Order
  • Method: web only
  • Maximum number of Support Contacts: 2
  • Emergency Patches: no
  • Annual Incidents: 10 for production/development
  • Entitled Features and Functions of X-Pack: Monitoring (formerly Marvel)
  • Use of Elastic Cloud Enterprise (ECE): no.
Severity Target Response
Level 1 1 Business Day
Level 2 2 Business Days
Level 3 4 Business Days


Development Level

  • Normal Hours of Operation: 8AM – 6PM business hours in the time zone applicable for the location shown on the Sales Order
  • Method: phone or web
  • Maximum number of Developers Support Contacts: 3 (additional Support Contacts may be purchased in increments of 3 at an additional cost).
  • Emergency Patches: no
  • Annual Incidents: unlimited
  • Entitled X-Pack Plugins: Monitoring (formerly Marvel) (+Multicluster & Configurable Retention Policy), security (formerly Shield) (+Custom Realms & Field/Doc-Level Security), alerting (via Watcher), reporting, Graph, and machine learning (beta).
  • Use of Elastic Cloud Enterprise (ECE): NA.
Severity Target Response
Level 1 2 Business Days
Level 2 2 Business Days
Level 3 2 Business Days

*This functionality is in beta and is subject to change. Do not use beta features in production. Beta features are not subject to the support SLA of official GA features. Elastic will take a reasonable effort approach to fix any issues

Elastic will not charge for Support Services for a development project where the customer has purchased production Gold or Platinum Support Services for any Subscription Level.


4. Severity Level Definitions.

Level 1

A Level 1 issue is a major production error within the software that severely impacts the Customer's use of the software for production purposes, such as the loss of production data or where production systems are not functioning and no work-around exists. Elastic will use continuous efforts during the Normal Hours of Operation stated above for the applicable Subscription level to provide a resolution for any Level 1 errors as soon as is commercially reasonable.

Level 2

A Level 2 issue is an error within the software where the customer's system is functioning for production purposes but in a reduced capacity, such as a problem that is causing significant impact to portions of the customer's business operations and productivity, or where the software is exposed to potential loss or interruption of service. Elastic will use continuous efforts during the Normal Hours of Operation stated above for the applicable Subscription level to provide a resolution for any Level 2 errors.

Level 3

A Level 3 issue is a medium-to-low impact error that involves partial and/or non-critical loss of functionality for production purposes or development purposes, such as a problem that impairs some operations but allows the customer's operations to continue to function. Errors for which there is limited or no loss or functionality or impact to the customer's operation and for which there is an easy work-around qualify as Level 3. Elastic will use reasonable efforts to provide a resolution for any Level 3 error in time for an upcoming release of Software. All inbound production email cases shall have an initial status of Level 3.

5. Customer Obligations.

Customer must provide a functional Project/Application description at time of order to clearly define the Project/Application Elastic will be supporting. Customer is responsible for ensuring that its personnel that interact with Elastic have sufficient English language and technical skills, and respond to and cooperate with Elastic in a timely manner in connection to requests for Support Services.

As a precondition for requesting Support Services from Elastic, Customer agrees to (and to cause each of its developers to) use reasonable efforts to: (i) attempt to solve the problem and to utilize sufficient resources to clearly understand that a problem exists before consulting Elastic; (ii) provide Elastic with sufficient information and technical data in order for Elastic to establish that a potential problem is not the kind of problem that is an exclusion from the Support Services; (iii) make reasonable attempts and expend reasonable resources to provide any data reasonably requested by Elastic to adequately address the potential problem; (iv) utilize sufficient resources to understand the instructions from Elastic in addressing the problem, and make reasonable attempts to correct the problem as suggested by Elastic. In addition, Customer agrees and acknowledges that the extent of access and the accuracy of information and technical data provided may affect Elastic's ability to provide the Support Services.

CUSTOMER AGREES NOT TO USE THE SUPPORT SERVICES IN CONNECTION WITH THE DEVELOPMENT, DEPLOYMENT, ENABLEMENT AND/OR MAINTENANCE OF ANY NON-ELASTIC SOFTWARE THAT COMPETES WITH ELASTIC'S COMMERCIAL SOFTWARE PRODUCTS.

6. Support Service Exclusions.

Elastic will have no obligation to provide Support Services to Customer in the event that (i) the Software has been changed, modified or damaged by Customer or anyone other than Elastic, (ii) the problem is caused by Customer's negligence, misconduct, or misuse of the Software, a hardware malfunction, or other causes beyond the reasonable control of Elastic, (iii) the problem is due to third party software, (iv) the Software is being hosted by a third party that is offering the Software as a service (v) Customer has not installed or implemented any Software releases made generally available or is not running a then supported version of the Software as provided by Elastic as defined in Section 7 or (vi) information requested by Customer could reasonably be expected to assist in the development, deployment, enablement and/or maintenance of any non-Elastic software that competes with Elastic's commercial software products. The Support Services do not cover the support of any third party software which integrates with the Software. In addition, the Support Services do not include the following: (a) use of any version of a Software that is not designated as a production release (such as a milestone or release candidate or code contained in the sandbox or any other repository that is not packaged into a production release distribution); (b) Customer's failure to comply with operating instructions contained in the documentation; (c) installation, configuration, management and operation of Customer's applications; (d) APIs, interfaces or data formats other than those included with the Software; or (e) any training. In addition, Development Level Support Services are available only for one Project/Application per Agreement and may not be used at all for Production systems where "Production" means the system is using/processing live data.

7. Version Support.

Elastic will provide Support Services as follows:

7.1 A three-place numbering scheme is used to designate released versions of the Software. The format is R.V.M, where 'R' indicates the Release level, 'V' indicates the Version level, and 'M' indicates the Maintenance Fix level. An example would be version 5.0.1. Often in referring to general Software versions and releases, the maintenance level is omitted. For example, both 5.0.1 and 5.0.2 may sometimes be referred to as Version 5.0. Each Release and the associated Versions will be supported for eighteen (18) months from the date the Version is initially released. Support for each Version is supplied via Maintenance Fixes. Elastic will fix errors only in the most current Maintenance Fix level of the Software. Customer Support will direct customers to existing fixes/patches and workarounds applicable to the reported case. Customer Support may direct customers to upgrade to a more current Release / Version / Maintenance Fix of the Software. View product End of Life tables.

7.2 In the event that support for a Version would normally expire under Section 7.1 and no later Version has been released, support for the old Version will be extended until the date that is thirty (30) days after the date on which a new Version is released.

7.3 In the event that support for a Version would normally expire under Section 7.1, and no further Versions are planned, a Software may be end-of-life. The decision to end-of-life any Software will be announced to Customer twelve (12) months ahead of the date that support for all Versions of any Software will no longer be available.

8. Supported Platforms

A number of platform and software configurations are eligible for Elastic Support Services. View support tables.