diff --git a/modules/ROOT/content-nav.adoc b/modules/ROOT/content-nav.adoc index 45babe1d4..7f83cbc1b 100644 --- a/modules/ROOT/content-nav.adoc +++ b/modules/ROOT/content-nav.adoc @@ -48,7 +48,6 @@ AuraDB Start ** xref:auradb/managing-databases/database-actions.adoc[] * xref:auradb/connecting-applications/overview.adoc[Connecting applications] -* xref:auradb/support.adoc[] //// AuraDB End //// @@ -84,8 +83,6 @@ AuraDS Start ** xref:aurads/managing-instances/monitoring.adoc[] ** xref:aurads/managing-instances/backup-restore-export.adoc[] ** xref:aurads/managing-instances/instance-actions.adoc[] - -* xref:aurads/support.adoc[] //// AuraDS End //// diff --git a/modules/ROOT/pages/auradb/index.adoc b/modules/ROOT/pages/auradb/index.adoc index 2829d9e46..46e032872 100644 --- a/modules/ROOT/pages/auradb/index.adoc +++ b/modules/ROOT/pages/auradb/index.adoc @@ -12,12 +12,16 @@ AuraDB is reliable, secure, and fully automated, enabling you to focus on buildi AuraDB offers the following subscription plans: *AuraDB Free*, *AuraDB Professional*, and *AuraDB Enterprise*. The full list of features available in each plan is available on the link:https://neo4j.com/pricing/[Neo4j Pricing page]. -For information on the different levels of support offered in each plan, see the xref:auradb/support.adoc[Support page]. - == Updates and upgrades AuraDB does not have any scheduled maintenance windows. It is designed to be always on and available, with all corrections, fixes, and upgrades automatically applied in the background. Releases for the Neo4j database are also deployed when they become available. -Operations are non-disruptive, and you shouldn’t experience any downtime as a result. \ No newline at end of file +Operations are non-disruptive, and you shouldn't experience any downtime as a result. + +== Support + +For a breakdown of the support offered across plan types as well as the support holiday schedule, see the https://aura.support.neo4j.com/hc/en-us/articles/360053850514[Aura Support page]. + +Additionally, you can access the https://status.neo4j.io/[Aura Status page] to check the current operational status of Aura and subscribe to updates. \ No newline at end of file diff --git a/modules/ROOT/pages/auradb/support.adoc b/modules/ROOT/pages/auradb/support.adoc deleted file mode 100644 index 545a0206d..000000000 --- a/modules/ROOT/pages/auradb/support.adoc +++ /dev/null @@ -1,70 +0,0 @@ -[[aura-support]] -= Support -:description: This page describes the levels of support offered by Neo4j Aura. -:check-mark: icon:check[] - -AuraDB offers the following levels of support, based upon your chosen plan: - -[cols="40a,^17a,^17a,^17a",options="header"] -|=== -| -| label:AuraDB-Free[] -| label:AuraDB-Professional[] -| label:AuraDB-Enterprise[] - -| xref:index.adoc[AuraDB product documentation] -| {check-mark} -| {check-mark} -| {check-mark} - -| https://aura.support.neo4j.com/[Aura Support Portal] -| {check-mark} -| {check-mark} -| {check-mark} - -| https://aura.feedback.neo4j.com/[Aura Feedback Portal + Changelog] -| {check-mark} -| {check-mark} -| {check-mark} - -| https://community.neo4j.com/[Neo4j Community Site] -| {check-mark} -| {check-mark} -| {check-mark} - -| Ticket-based support (with no SLA), via the Support Portal -| -| {check-mark} -| {check-mark} - -| Premium ticket-based support, via the Support Portal -| -| -| {check-mark} -|=== - - -== Operational status - -All users can access the https://status.neo4j.io/[Aura Status page] to check the operational status, and to subscribe to updates. - - -== Response times and office hours - -Local business hours are 8:00 AM to 6:00 PM, Monday through Friday, excluding major holidays as detailed below. - -Enterprise:: -Neo4j Support Engineers provide a 24 x 7 x 365 support for Severity 1 issues for Enterprise customers, regardless of weekday, weekendfootnote:[Weekends are defined as Saturday and Sunday.], or holiday: - -* Severity 1: < 1 hour -* Severity 2: < 4 business hours -* Severity 3: < 8 business hours -* Severity 4: < 8 business hours - -+ -Any Severity 2, 3 and 4 submitted on a weekend or holiday will be responded to on the next business day. - -Professional:: -All tickets for Professional customers submitted on a weekend or holiday will be responded to on the next business day. - -include::partial$holiday-table.adoc[] \ No newline at end of file diff --git a/modules/ROOT/pages/aurads/index.adoc b/modules/ROOT/pages/aurads/index.adoc index fb44e990d..bdfece984 100644 --- a/modules/ROOT/pages/aurads/index.adoc +++ b/modules/ROOT/pages/aurads/index.adoc @@ -17,10 +17,14 @@ AuraDS instances: AuraDS offers the *AuraDS Professional* and *AuraDS Enterprise* subscription plans. The full list of features for each plan is available on the link:https://neo4j.com/pricing/#graph-data-science[Neo4j Pricing page]. -For information on the different levels of support offered in each plan, see the xref:aurads/support.adoc[support page]. - == Updates and upgrades AuraDS updates and upgrades are handled by the platform, and as such do not require user intervention. Security patches and new versions of GDS and Neo4j are installed within short time windows during which the affected instances are unavailable. The operations are non-destructive, so graph projections, models, and data present on an instance are not affected. No operation is applied until all the running GDS algorithms have completed. + +== Support + +For a breakdown of the support offered across plan types as well as the support holiday schedule, see the https://aura.support.neo4j.com/hc/en-us/articles/360053850514[Aura Support page]. + +Additionally, you can access the https://status.neo4j.io/[Aura Status page] to check the current operational status of Aura and subscribe to updates. \ No newline at end of file diff --git a/modules/ROOT/pages/aurads/support.adoc b/modules/ROOT/pages/aurads/support.adoc deleted file mode 100644 index c6c74316d..000000000 --- a/modules/ROOT/pages/aurads/support.adoc +++ /dev/null @@ -1,52 +0,0 @@ -[[aurads-support]] -= Support -:description: This page describes the levels of support offered by Neo4j Aura. -:check-mark: icon:check[] - -The following support levels are available: - -[cols="49a,^17a,^17a",options="header"] -|=== -| -| label:AuraDS-Professional[] -| label:AuraDS-Enterprise[] - -| https://aura.support.neo4j.com/[Support Portal] -| {check-mark} -| {check-mark} - -| https://aura.feedback.neo4j.com/[Feedback Portal + Changelog] -| {check-mark} -| {check-mark} - -| Ticket-based support -| No SLA -| {check-mark} - -| Premium ticket-based support, via the Support Portal -| -| {check-mark} -|=== - -== Operational status - -All users can access the https://status.neo4j.io/[Aura Status page] to check the operational status, and to subscribe to updates. - -== Response times and office hours - -Local business hours are 8:00 AM to 6:00 PM, Monday through Friday, excluding major holidays as detailed below. - -Enterprise Premium Support:: -Neo4j Support Engineers provide a 24 x 7 x 365 support for Severity 1 issues for Enterprise customers, regardless of weekday, weekend footnote:[Weekends are defined as Saturday and Sunday.], or holiday: - -* Severity 1: < 1 hour -* Severity 2: < 4 business hours -* Severity 3: < 8 business hours -* Severity 4: < 8 business hours - -+ -Any Severity 2, 3 and 4 submitted on a weekend or holiday will be responded to on the next business day. - -All tickets submitted on a weekend or holiday (except for the _Enterprise_ level) will be responded to on the next business day. - -include::partial$holiday-table.adoc[] \ No newline at end of file diff --git a/modules/ROOT/partials/holiday-table.adoc b/modules/ROOT/partials/holiday-table.adoc deleted file mode 100644 index e3533a16b..000000000 --- a/modules/ROOT/partials/holiday-table.adoc +++ /dev/null @@ -1,191 +0,0 @@ -Holidays vary slightly, based on geography: - -[cols="4,^3a,^3a,^3a", options="header"] -|=== -| Holiday -| AMER footnote:[AMER is the support region for customers in North, South and Central America or the Caribbean.] -| EMEA footnote:[EMEA is the support region for customers in Europe, Middle East and Africa.] -| APAC footnote:[APAC is the support region for customers in Asia and Australia.] - -// 1st Jan -| New Year's Day -| {check-mark} -| {check-mark} -| {check-mark} - -// 14/15 January -| Martin Luther King Day -| {check-mark} -| -| - -// 14/15 January -| Makar Sankranti -| -| -| {check-mark} - -// 26 January -| Republic Day -| -| -| {check-mark} - -// third Monday in February -| President's Day -| {check-mark} -| -| - -// February/March -| Maha Shivratri -| -| -| {check-mark} - -// March -| Holi -| -| -| {check-mark} - - - -// 31st May -| Memorial Day -| {check-mark} -| -| - -// April -| Good Friday -| -| {check-mark} -| {check-mark} - -// April -| Easter Monday -| -| {check-mark} -| - -// 1st Monday in May -| Early May bank holiday -| -| {check-mark} -| - -| The coronation of King Charles III footnote:[The coronation of King Charles III is Saturday 6th May 2023, followed by a public holiday on Monday 8th May 2023.] -| -| {check-mark} -| - -// Last Monday in May -| Spring bank holiday -| -| {check-mark} -| - -// 24th June -| Midsummer Day _(Neo4j company holiday)_ -| {check-mark} -| {check-mark} -| {check-mark} - -// 4th July -| Independence Day (US) -| {check-mark} -| -| - -// 4th July -| Independence Day (India) -| -| -| {check-mark} - -// Last Monday in August -| Summer bank holiday -| -| {check-mark} -| - -// August/September -| Ganesh Chaturthi -| -| -| {check-mark} - -// 1st Monday in Sept -| Labor Day -| {check-mark} -| -| - -// 2nd October -| Gandhi Jayanti -| -| -| {check-mark} - -// September/October -| Dussehra / Vijayadashami -| -| -| {check-mark} - -// October/November -| Diwali -| -| -| {check-mark} - -// October/November -| Diwali Padwa -| -| -| {check-mark} - -| Veterans Day -| {check-mark} -| -| - -// 4th Thursday in Nov -| Thanksgiving Day -| {check-mark} -| -| - -// Day after the 4th Thursday in Nov -| Day after Thanksgiving -| {check-mark} -| -| - -// 24th December -| Christmas Eve -| {check-mark} -| -| - -// 25th December -| Christmas Day -| {check-mark} -| {check-mark} -| {check-mark} - -// 26th December -| Boxing Day -| -| {check-mark} -| - -// 31st December -| New Year's Eve -| {check-mark} -| -| -|=== - -For full details on support levels, see the https://neo4j.com/terms/support-terms/aura/[Neo4j Aura Support Terms] page.