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.
Our expert team is dedicated to partnering with you to diagnose and resolve issues, address your questions, and deliver the highest level of Redis support available on the market.
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 | 24×7 | 24×7 |
Technical Account Manager | — | — | — | Included (1 location) |
Ticket Escalation Access | — | — | ✅ | ✅ |
Technical Account Manager (TAM) | — | — | — | ✅ |
TAM Coverage | — | — | — | 1 Location 8×5 Working hours |
SLA Goals | ||||
---|---|---|---|---|
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 | ||||
---|---|---|---|---|
Solution Support | — | ✅ | ✅ | ✅ |
Redis Client Support | — | ✅ | ✅ | ✅ |
Redis Data Integration (RDI) | — | ✅ | ✅ | ✅ |
Redis Observability (Grafana, Kafka) | — | — | — | ✅ |
Redis Developer Suite | — | — | — | ✅ |
Redis Data Connectors | — | — | — | ✅ |
Redis Product Availability | ||||
---|---|---|---|---|
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 |
For support right now, you can view your status, get documentation, or open a support ticket below.
24/7 toll-free support hotline for enterprise customers. Check your Redis console or login to our support portal.