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Take advantage of Support Assistant, our GenAI experience backed by technical experts, to quickly self-serve and find answers to technical queries in natural language. Make the most of Elastic with the breadth of knowledge and experiences built by the Elastic Support team.

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Elastic Support

Let GenAI help you with instant answers backed up by our technical experts

The Elastic Support team and our GenAI-powered Support Assistant help you at every stage of your journey. Whether you need help ingesting your data, scaling your deployment, or accessing meaningful insights to deliver business impact, explore all the resources available to you and your teams.

  • Elastic Support Hub

    Self-serve answers with Support Assistant, search through articles and technical docs, or submit a ticket to the Support team for help.

  • Working with Elastic Support

    Understand the best way to engage with Elastic Support to get the help you need.

  • Add-ons to Support

    Customize your support with add-ons designed to boost performance, improve response times, and give your team the tools they need to succeed.

  • Community

    Reach out to the global community of Elastic users to get help addressing your unique use cases.

  • Training

    Check out Elastic's free on-demand and paid instructor-led courses to help you become an Elastic expert.

  • Professional services

    Drive toward your technical goals and realize business outcomes with Elastic's Consulting team.

Benefits of Elastic Support

  • Global coverage

    Leverage a global team of Support experts in over 25 countries.

  • Expert advice

    Benefit from the best support and guidance for Elastic software from experienced Support engineers.

  • Resolve faster with AI

    Take advantage of Support Assistant or a team of experts to get your deployments back up and running, so Elastic continues to deliver insights that drive results.

"We could have deployed Elasticsearch without the help of Elastic support, but it probably would have taken three times as long. And time is something you never have enough of in this business."

Kris BandurskiEVP of Engineering, Green Man Gaming

Support levels: Cloud

Elastic offers several support levels to suit your needs.

  • Limited

    • Core Elastic web-based support
    • 2 Support Contacts
    • 3 business day target response time (Elastic Cloud platform only)
    • GenAI-powered Support Assistant

  • Base

    • Business hours support
    • Phone- and web-based support
    • 6 Support Contacts
    • GenAI-powered Support Assistant

    Target initial response time:

    • Urgent: 4 business hours
    • High: 1 business day
    • Normal: 2 business days

  • Enhanced

    • 24/7/365 support
    • Phone- and web-based support
    • 8 Support Contacts
    • GenAI-powered Support Assistant

    Target initial response time:

    • Urgent: 1 hour
    • High: 4 hours
    • Normal: 1 business day

  • Premium

    • 24/7/365 support
    • Phone- and web-based support
    • 8 Support Contacts
    • GenAI-powered Support Assistant

    Target initial response time:

    • Urgent: 30 minutes
    • High: 4 hours
    • Normal: 1 business day

Support levels: Self-managed

  • Platinum

    • 24/7/365 support
    • Phone- and web-based support
    • 8 Support Contacts
    • GenAI-powered Support Assistant

    Target initial response time:

    • Urgent: 1 hour
    • High: 4 hours
    • Normal: 1 business day

  • Enterprise

    • 24/7/365 support
    • Phone- and web-based support
    • 8 Support Contacts
    • GenAI-powered Support Assistant

    Target initial response time:

    • Urgent: 1 hour
    • High: 4 hours
    • Normal: 1 business day

Support and policies

Check out these resources to learn the best way to get the help you need, as well as for more information on Elastic's policies.

Elastic Support Services policy
(Self-managed)

Learn how Elastic's self-managed support works when you take advantage of support services.

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Elastic Support Services policy
(Elastic Cloud)

Gain a better understanding of how Elastic's cloud support works when you take advantage of support services.

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Version Maintenance & Support policy

Review how long older versions are maintained and supported over time.

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Support Matrix

Check out the platform and software configurations eligible for support under Elastic's support offerings.

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