Elastic Support

Get help from the Elastic support experts

Elastic Support helps you at every stage of your journey. Whether you need help ingesting your data or scaling your deployment, explore all the free resources available to you and your teams.

  • Elastic Support Hub

    Search through articles, technical docs, or submit a ticket to the Support team for help.

  • Working with Elastic Support

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

  • Designated Support Engineer

    Integrate an Elastic support engineer into your team that is familiar with your environment, architecture, and goals.

  • 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 towards 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.

  • Faster resolution

    Get your deployments back up and running so Elastic keeps delivering insights that drive results.

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"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 Bandurski, EVP 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)

  • Base

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

    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

    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

    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

    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

    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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End of Life (EOL) 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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