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Technical Support:

Basic:

For deployments that don't require time critical response and can conduct support through email. It provides 48 hour initial response time and one authorised contact per subscription. The basic subscription includes support for up to 5 servers running Lucene or Solr and 2 support incidents per month.

Professional:

For deployments with more time critical problem resolution requirements. It includes phone as well as email support. Initial response within 8 hours with 2 authorised contacts per subscription, with web-based case management. The Professional subscription includes support for up to 10 servers running Lucene or Solr and 4 support incidents per month.

Enterprise:

For deployments with requirements for quick turnaround on runtime issues. Includes phone as well as email support. Initial response within 4 hours, 2 authorised contacts. Web-based case management, and an annual search health check . The Enterprise subscription includes support for up to 10 servers running Lucene or Solr and 4 support incidents per month.

Enterprise 24x7:

For deployments with requirements for global 24x7 support and quick response on runtime issues. Includes phone as well as email support. Initial response within 4 hours, 4 authorised contacts. Web-based case management and an annual search health check. The Enterprise 24x7 subscription includes support for up to 10 servers running Lucene or Solr and 12 support incidents per month.

Expert Link:

For customers that desire access to experts for input on the design and optimisation of their usage of Lucene and Solr during development and production. This unique offering includes the services delivered under Enterprise Technical Support and also provides you with expert advice during development to ensure that your Lucene/Solr implementations are designed and optimised to get the best performance and accuracy for your particular application. The Expert Link program is sold as a yearly subscription, providing customers with ongoing access to domain experts during the entire application lifecycle process.

Consultancy Packages:

Search consulting services can be employed for early stage evaluation and prototyping of Lucene and Solr, initial application design and implementation, or to address your specific production problems. Engagement recommendations are made after an initial requirements discovery session. A typical engagement could consist of:

  • Diagnostic/Assessment session (1-2 days)
  • Architecture/Design review (1-3 days)
  • Best practices recommendations (1-2 days)

For further information on Lucene /Solr support or consultancy packages, please contact Steve Odart on: T: 0207 033 2333 E: steve.odart@ixxus.com