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

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

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

Availability & Response Times 1

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

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

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