October 3, 2017

Professional support

Manticore offers four support options

Take a gander with our intro package and see how powerful Manticore Search is
The starter kit package. Suitable for development stages or non-critical deployments.
For production deployments which require Hot Bug fixes and faster response times.
Enterprise SLA
Mission-critical deployments with 24/7/365 coverage.
Manticore Search SupportYesYesYesYes
Sphinx Search Support YesYesYesYes
Support on GithubYesYesYesYes
Support on ForumYesYesYesYes
Public Slack YesYesYesYes
Dedicated SlackNoNoYesYes
Email SupportNoYesYesYes
Phone SupportNoOptionalYesYes
Number of IncidentsN/AUnlimitedUnlimitedUnlimited
Support HoursNot guaranteedBusiness hours24/724/7
Severity 1 Response Times No SLA4 hours 60 minutes 30 minutes
Severity 2 Response Times No SLA24 hours 60 minutes 60 minutes
Severity 3 Response Times No SLA48 hours 4 hours 4 hours
Severity 4 Response Times No SLA48 hours 24 hours 24 hours
SLA Money Back GuaranteeNoNoNoYes
Technical Account Manager NoNoYesYes
Number of ContactsN/A510Unlimited
Installation and Configuration on forumYesYesYes
Index Design on forumYesYesYes
Query Design: Tuning, Performance on forumYesYesYes
Performance Audit and Optimization (Report and Assistance) NoNoYesYes
Search Quality NoNoYesYes
HA and Scalability NoNoYesYes
Data Migration to Manticore Search NoNoYesYes
Monitoring NoNoYesYes
Hot Bug Fixes (Sphinx Search and Manticore Search) NoNoYesYes
Custom Branch Maintenance and Support NoNoNoYes
Custom feature request NoNoNoYes


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