Product Support

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COMMUNITY SUBSCRIPTION

simple and nice support between YAVA users

GENERAL SUBSCRIPTION

Advanced support for your business need

PREMIUM SUBSCRIPTION

VIP support for your comfort business need

Community Forum  
Online documentation      
Bug tracking    
Guaranteed response times  –    
Web-based support  –    
Email support  –    
Phone support  –    
Enhanced response times  –  –  
24/7/365 phone support for high severity issues  –  –  
Site Visit Engineer  –  –
SEVERITY GENERAL SUBSCRIPTION PREMIUM SUBSCRIPTION
Initial Response Time Update Frequency Initial Response Time Update Frequency
Priority 1 1 hours 4 hours 10 Mins 2 hours
Priority 2 2 hours 8 hours 1 hours 8 hours
Priority 3 8 hours 1 Business Day 4 hours 24 hours
Priority 4 24 hours 3 Business Day 8 hours 48 hours

SEVERITY TYPE

1. Critical

An incident that results in a critical business impact for a production system; may be assigned to an incident where customer experiences (i) a complete or substantial loss of service when using a production system, or (ii) real or perceived data loss or data corruption making an essential part of the production system unusable, or (iii) the inability to use a mission critical application within a production system.

2. High

An incident that results in some business impact for a production system or development system; maybe assigned to an incident where customer experiences (i) the functionality of the software is adversely affected, but can be circumvented, or (ii) certain functions within the software are disable, but the software remains operable, or (iii) a complete or substantial loss of service when using a development system.

3. Medium

An incident that results in a minimal business impact for a production system or development system; may be assigned to an incident where customer experiences no loss of service and the incident has no significant effect on the usability of the software. This level is typically used for questions, comments, and enhancement requests.

4. Low

An incident where the system works correctly, but the appearance does not match the expected one. For example: wrong colors, too much or too little spacing between contents, incorrect font sizes, types, etc. This is the lowest priority issue.

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