ARENADATA Hadoop

Analytical platform with open source

An ADH Support Subscription connects you to a uniquely qualified and skilled team of Arenadata professionals with deep experience running the entire Apache Hadoop stack in a real corporate IT infrastructure.

The ADH Support Subscription provides access within 1 year to technical support covering the entire lifecycle of the ADH data platform.

ADH
Named Support Contacts 1-3
Support Incidents Unlimited operational support incidents through development, pilot, staging and deployment

Availability & Response Times 1

ADH
Access Phone, e-mail, Web
Hours of Direct Support 2 24 х 7
Language Russian
Severity 1 Response 3 1 Hour 4
Severity 2 Response 5 2 Hours 6
Severity 3 Response 7 8 Hours
Severity 4 Response 8 1 Business Day

Support Services Provided

ADH
Remote Troubleshooting Webex, SSH, phone
Departure of the expert on-site installation (additional fee) In case of impossibility of the solution of the incident remotely (only Moscow)
Advanced Knowledgebase Yes
Customer Support Portal Yes
Access to Upgrades, Updates and Patches Yes
Diagnosis of Installation & Configuration Issues Yes
Diagnosis of Cluster Management Issues Yes
Diagnosis of Performance Issues Yes
Diagnosis of Data Loading, Processing, and Query Issues Yes

1 Response Times - initial response time

2 Excluding weekends and holidays

3 Severity 1, Critical: Production system is down or severely impacted such that routine operation is impossible

4 In case of contact after 6:00 p.m., the response to the incident will be at 10:00 a.m. the next business day

5 Severity 2, High: Production issue where the system is functioning but in degraded or restricted capacity

6 In case of contact after 6:00 p.m., the response to the incident will be at 11:00 a.m. the next business day

7 Severity 3, Medium: Production issue where minor functionality is impacted or a development issue

8 Severity 4, Low: Request for information with no impact to business operations

Additionally, each subscription support offering provides support for the ADH components

ENTERPRISE PLATFORM
Apache Hadoop (HDFS, YARN, MapReduce)
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Apache Ambari
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Apache Flume
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Apache HBase
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Apache Hive
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Apache Knox
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Apache Mahout
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Apache Oozie
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Apache Phoenix
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Apache Pig
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Apache Slider
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Apache Sqoop
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Apache Tez
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Apache Zookeeper
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Apache Atlas
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Apache Kafka
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Apache NiFi
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Apache Ranger
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Apache Spark
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Apache Zeppelin
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