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The Redis Support You Need

You can be confident in building mission-critical workloads on Redis Cloud or Redis Software with access to enterprise-grade support from the creators of Redis. With every plan, you have access to the experts and tools to help you resolve issues fast, mitigate risks, and optimize for performance and cost efficiency.

Redis Support Plans

Plan Level	Basic	Developer	Business	Enterprise
Plan Description	Redis Support coverage for monthly on-demand Redis Cloud customers.	Redis Support coverage for Annual Redis Cloud customers for use with applications NOT in production yet.	Redis Support coverage for annual Redis Cloud or Software customers.	Redis Support coverage for annual Redis Cloud or Software customers.
New Software Releases	✅	✅	✅	✅
Support Portal Access	✅	✅	✅	✅
Phone Support	—	—	✅	✅
Root-Cause Analysis	—	—	—	✅
Technical Support Availability	Business hours	Business hours	24x7	24x7
Technical Account Manager	—	—	—	Included (1 location)
Ticket Escalation Access	—	—	✅	✅
Technical Account Manager (TAM)	—	—	—	✅
TAM Coverage	—	—	—	1 Location 8x5 Working hours

SLA Goals	Basic	Developer	Business	Enterprise
P1 Response	—	8 business hours	1 hour	30 minutes
P2 Response	—	8 business hours	4 hours	2 hours
P3 Response	—	8 business hours	8 business hours	8 business hours
P4 Response	—	2 business days	2 business days	2 business days

Solution Support	Basic	Developer	Business	Enterprise
Solution Support	—	✅	✅	✅
Redis Client Support	—	✅	✅	✅
Redis Data Integration (RDI)	—	✅	✅	✅
Redis Observability (Grafana, Kafka)	—	—	—	✅
Redis Developer Suite	—	—	—	✅
Redis Data Connectors	—	—	—	✅

Redis Product Availability	Basic	Developer	Business	Enterprise
Redis Cloud	✅- Monthly On-Demand	✅- Annual Contract	✅- Annual Contract	✅- Annual Contract
Redis Self-Managed (Software)	🚫	🚫	✅	✅
Production Applications	✅	🚫	✅	✅
Commitment Level	—	—	Up to $100k Annual Commitment	Over $100k Annual Commitment