ONgDB Production Support

Commercial Support with Non-restrictive Open Source License

GraphGrid provides commercial support of The Graph Foundation’s ONgDB releases under the GNU AFFERO GENERAL PUBLIC LICENSE without modifications (“AGPLv3”).

Support Subscriptions

GraphGrid offers annual Subscriptions that provide support services and warranty of ONgDB production deployments. GraphGrid Subscriptions for ONgDB give your business the support and warranty it needs without compromising freedoms with restrictive licensing.

Support Plans

Each annual Subscription covers a single production cluster according to the Scope of Coverage. Pricing is determined on an annual basis in U.S. Dollars for Standard, Advanced and Premium plans according to the following schedule:

	Standard	Advanced	Premium
Technical Support	Business hours** access via email and web for all Severity Levels	Extended business hours*** access via phone, email and web for Severity 1 issues	24×7 access via phone, email and web for Severity 1 issues
Case Severity/ Response Times*	Severity 2: < 4 bus. hours Severity 1: < 1 bus. hour	Severity 2: < 4 ext. bus. hours Severity 1: < 1 ext. bus. hour	Severity 2: < 4 hours Severity 1: < 1 hour
Database & Query Tuning	Community Support	Professional Review	Dedicated Team Session
Security & Monitoring	Community Support	Professional Review	Dedicated Team Session
Backup & Restore	Community Support	Professional Review	Dedicated Team Session
Disaster Recovery & Multi Datacenter	Community Support	Professional Review	Dedicated Team Session
Maximum Instances	3	6	Unlimited
Annual Pricing</strong	$19,000	$49,000</strong	$99,000
We will make every reasonable effort to respond to your initial request within the corresponding timeframes. Business hours means 8am-6pm Monday through Friday, excluding national holidays, in the U.S. Eastern (EST) time zone ******Extended business hours means 6am-10pm Monday through Friday, excluding national holidays, in the U.S. Eastern (EST) time zone

Support Terms

Visit the ONgDB Software Support Terms to learn how our support works and what is covered.

Support Center

Customers with a GraphGrid Subscription are given access to the GraphGrid Support Center for raising support issues.

Scope of Coverage

The scope of support coverage per subscription is limited to a single production deployment defined as follows:

A single ONgDB production cluster that spans one or many regions.
Many separate ONgDB production clusters deployed to handle a sharding use case.
Many separate ONgDB production clusters deployed for a multi-tenant use case.

Open Source Guarantee

GraphGrid is committed to The Graph Foundation’s mission to advance ONgDB as a fully open source, independent fork of Neo4j®
Enterprise Edition. As the largest contributor to the ONgDB project, GraphGrid’s goal is to advance ONgDB while providing stability and support to commercial users. All fixes that occur during support will always be contributed back into the open source ONgDB git repository under non-restrictive open source licensing.