Priority Support includes access to the Algolia Community Server on Discord, handling of Account and Billing Inquiries, Web Support*, and Targeted Response Times as provided herein.
Normal Support Hours - standard business hours excluding holidays
Our support team works standard business hours (9:00 AM - 5:00 PM) Monday - Friday and are spread globally throughout APAC, EMEA and the Americas using a “follow the sun” model.
We will endeavor to match you with a support agent in the same time zone as you when possible. Algolia will provide Priority Support Subscribers support 24 hours a day, 7 days a week for any P0 and P1 incidents.
*Web Support Includes
- Incident Support - Identifying and troubleshooting problems using the Algolia APIs
- Identifying and creating bug reports for Algolia APIs, Web Dashboard, API clients, front-end libraries and our extensions and integrations
- Troubleshooting upgrades for Algolia API clients, front-end libraries and our extensions and integrations
- Assistance with Algolia Services related questions; including relevancy, search or indexing guidance
- Assistance with interpretation of Documentation
Web Support Does Not Include
- Beta, end of life cycle of Services including end of life of third party platforms
- Customized versions of Algolia’s API client, front-end libraries, extensions and integrations (customized = original code has been modified) or custom code written for the data transformations feature
- General implementation guidance, development questions or requests -For community-based development support, please post these questions on Algolia Discord
- Third-party plugins or applications (other than our own)
- Product training
- Support in languages other than English
- Signing in to your website or integration for troubleshooting or debugging
- Professional Services (Contact sales to learn about the offerings).
** Targeted Response Times
For Subscribers subscribing to Priority Support, a member of Algolia’s personnel will respond to errors in the hosted search services according to the schedule indicated below. For the avoidance of doubt, the schedule indicated below refers to responses by Algolia personnel, not automated responses generated by receipt acknowledgment systems.
Response Times
- Initial Response:
- P0: within 15 minutes
- P1: within 30 minutes
- P2: within 24 business hours
- Minimum frequency of updates on the reported issues:
- P0: Every hour
- P1: Every 4 hours
- P2: Every two business days
In the Initial Response, Algolia will confirm that the support request was received and taken into account.
For Subscribers with targeted response times, Subscriber shall report the issue through the Support portal and specify the level of severity.
Severity levels are defined as follows:
- Priority 0 (P0) Critical: There is a critical problem with the hosted search services in which there is a complete failure in the search service such that Subscriber is unable to obtain required results across all data centers in a non sandbox environment.
- Priority 1 (P1) Serious: Any of the following occurs: (a) there is a recurring critical failure in the hosted search services affecting indexing of required Subscriber Data in a non sandbox environment or (b) there is an impairment in the hosted search services such that some search is intermittent and Subscriber experience is affected in a non sandbox environment.
- Priority 2 (P2) General: General service errors or data problem or reasonable work-around exists or any error in the hosted search services not addressed above.
P0, P1 and P2 do not include issues related to the network between Algolia servers and Subscriber’s data centers.
*** Priority Call Back Support
Requesting a Call
If Subscriber is experiencing a P0/P1 issue, they may receive a Priority Call Back Support call in the form of a meeting or bridge call. A Priority Call Back Support call is designed to ensure that you have clear communication with the Algolia team for expedited response to the level P0/P1 disruption to your search or indexing. P2 issues are not eligible for Priority Call Back Support calls.
To initiate a call, an authorized Subscriber team member must complete a form which Algolia will provide. At that time, they may indicate how they want the call to be facilitated. This message will alert the on-call support team member who will respond to the request within the “Initial Response” time period committed to above.
If no preference is indicated, Algolia will host a call. All calls that Algolia facilitates will be organized by sending a Zoom invitation along with a proposed time.
If the Subscriber prefers an Algolia team member join a bridge call or other meeting instead, they must specify the time they wish to meet (no earlier than the commitment in the “Initial Response” time above) and include a link to the meeting they plan to host. Algolia supports joining Subscriber-hosted meetings on any of the following platforms:
Zoom
Microsoft Teams
Google Meet
Cisco Webex
Call Attendees
Priority Call Back calls are limited to only team members at Subscriber and Algolia for confidentiality purposes. Third party contractors subject to confidentiality obligations are also permitted to join an Priority Call Back Support call upon prior written notice in the initial call request.
A member of Algolia’s team will introduce themselves as the Communication Lead for the call. They are the person who will be leading the communication between our teams for your incident. If possible, they will be joined by an additional Support team Member who will be providing extra assistance. The Communication Lead will be a Developer Support Engineer; however, the team of engineers ultimately working to resolve your issue will not be on Priority Call Back Support calls. They will receive feedback and instruction from the Communication Lead.
How the Call Works
The first priority will be gathering an understanding of the issue and how it is impacting you.
Next, the Communication Lead will outline the steps we are taking to address the issue and discuss any outstanding concerns they may have missed. Please note that it's very rare that immediate solutions can be offered on an initial call; instead the Communications Lead is trained to gather the information we need to work on the issue alongside our other Engineering teams.
Once the next steps are identified we will then provide a short summary of our understanding of the issue, the next steps we are going to take, and end the call. The Communication Lead will send you a follow-up message on your ticket that again summarizes the issues and the steps we are taking.
This initial Priority Call Back Support call will last 30 minutes on average, with a hard stop at one hour so that we can focus on issue resolution
Additional Support Terms
Algolia will periodically update Subscriber on the progress of the issue within the response time commitments as described above. In case there is an issue requiring Algolia to join a subsequent call, you may request that using the same dedicated form. Algolia will maintain communication until the issue is resolved, sending any information we get from our team as soon as possible.
Algolia may ask to record the call for training purposes; this is entirely optional.
If additional calls are required, they will be at Algolia’s discretion and upon agreement of the parties.
Algolia reserves the right to end a call or meeting if it is determined that the issue is not a P0 or P1 issue as defined above. Algolia also reserves the right to end a call or meeting if there is any harassing, abusive, demeaning, or otherwise inappropriate language or behavior.
Eligibility and Software Maintenance
Algolia generally recommends to use the latest version of Algolia integrations, frameworks, API Clients and other libraries.
- Algolia supports integrations, frameworks and front-end libraries that are on the most recent Algolia version.
- Algolia will support API Clients on the latest version of the last major release, and the latest version of the previous major release for a duration of two (2) years after it is replaced by a newer major release, except in cases where a more recent version introduces critical fixes (e.g. for security or performance issues).
- Algolia will provide security patches and critical bug fixes only for the latest minor version of the API Client current major release, and the latest version of the previous major API Client release for two (2) years after it is replaced by a newer major release. Subsequent patches or fixes of the previous major release do not extend the support window.
- Support for integrations included as part of Core or Enterprise Platform Foundations will be made available only to subscribers with these Foundation subscriptions
- The Subscriber must respond to all questions from the Algolia support team in a timely manner and maintain communication only via the support ticket. Providing access to Subscriber personnel who have appropriate technical skills is essential.
- Algolia does not support unofficial community-created integrations, frameworks, API clients, and front-end libraries.
For details of the Algolia Service Level Agreement please see https://www.algolia.com/policies/sla.
Supported and Deprecated Products
We maintain an up to date list of our products, and the support you can expect for each one here.
Help with Unsupported Issues
Algolia Community is a great channel for discussions outside the bounds of the Algolia Support offerings.
If you require support and services beyond our professional services, please consult our list of partners.
Professional Services Available
Contact Sales
Partners Services Available
Contact Partners
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