Neo4j Aura Customer Support provides the following coverage depending on the tier.
Enterprise customers
- Severity 1 issues: 24 x 7 x 365 support regardless of weekday, weekend, or holiday.
- Severity 2, 3, and 4: are worked during our office hours. If submitted on a weekend or holiday these tickets will be responded to on the next business day.
Professional customers
- All tickets are worked during our office hours. If submitted on a weekend or holiday these tickets will be responded to on the next business day.
Weekends are defined as Saturday and Sunday.
Holidays vary slightly based on geography:
|
AMER |
EMEA (UK holidays) |
APAC |
| New Year’s Day | New Year’s Day | New Year’s Day |
| Martin Luther King Day | Good Friday | Makar Sankranti |
| President’s Day | Easter Monday | Republic Day |
| Memorial Day | Early May Bank Holiday | Maha Shivratri |
| Midsummer Day (1) | Spring bank holiday | Holi |
| Independence Day | Platinum Jubilee holiday (2) | Good Friday |
| Labor Day | Midsummer Day (1) | Midsummer Day (1) |
| Thanksgiving Day | Summer bank holiday | Independence Day |
| Day After Thanksgiving Day | Boxing Day | Ganesh Chaturthi |
| Christmas Eve Day | Christmas Day | Ghandi Jayanti |
| Christmas Day | Dussehra / Vijaya Dashmi | |
| New Year’s Eve Day | Diwali | |
|
Diwali Padwa |
||
|
Christmas Day |
(1) Mid-summer Day - Neo4j company holiday.
(2) Jubilee bank holiday in UK in 2022 only.
- AMER is the support region for customers in North, South and Central America or the Caribbean
- Our support centre/ office is located in the USA.
- EMEA is the support region for customers in Europe, Middle East and Africa.
- Our support centre / office is located in the UK.
- APAC is the support region for customers in Asia and Australia.
- Our support centre / office is located in India.
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