Pivotal Support Services Offerings

Scope of Premium Support Services

Premium Support Services are available for all Pivotal Software customers as follows:

  • Global, 24x7 support for Severity 1 issues
  • Fast response times for critical issues
  • Unlimited number of support tickets
  • Remote Support
  • Online access to documentation, technical resources, knowledge base, and discussion forums
  • Product updates and upgrades during the subscription period

Premium Support Services Summary
Feature Premium Support
Hours of Operation 24 Hours / Day
7 Days / Week
365 Days / Year
Length of Service 6 Months to 5 Years
Product Updates  Included
Product Upgrades Included
Method of Access Telephone/Web
Response Method Telephone/Email
Remote Support Included
Root Cause Analysis Available only with Business Critical Support Offerings
Access to Pivotal Customer Support Portal Included
Access to Pivotal Discussion Forums and Knowledge Base Included
Max Number of Technical Contacts per Contract Five (5)
Number of Support Requests Unlimited
Target Response Times 

Critical (Severity 1) 

Major (Severity 2) 


Minor (Severity 3) 


Cosmetic (Severity 4)


30 minutes or less (24x7) 

2 business hours


8 business hours 


1 business day
Business Hours 

North America

Alaska, Hawaii 

Latin America 



Europe, Middle East, Africa (EMEA) 



Asia, Pacific Rim 



Japan (APJ) 



Australia/New Zealand
Monday - Friday 

6 a.m. to 6 p.m. (local time zone) 

6 a.m. to 6 p.m. (PST/PDT) 

9 a.m. to 6 p.m. (local time zone) 



7 a.m. to 7 p.m. (GMT/GMT+1) 



8:30 a.m. to 8:30 p.m. (Singapore Time) 



8:00 a.m. to 8:00 p.m. (JST) 

7 a.m. to 7 p.m. (Sydney AET)

Pivotal On Demand Support Service
  • Scope: Pivotal On Demand Support Offering is available to customers for purchase as a Marketplace offering and available for the following products:
    • Pivotal Greenplum and GemFire as Amazon Web Services Marketplace offerings
    • Pivotal Greenplum and GemFire as MicroSoft Azure Marketplace offerings
  • Pivotal On Demand Support includes the following services:
    • Online access to documentation, FAQs, technical resources, Knowledge Base, and discussion forums
    • Unlimited number of email-based support tickets via ondemand-support@pivotal.io
  • Pivotal On Demand Support Summary
Feature Pivotal On Demand Support
Hours of Operation Monday – Friday local business hours *
Product Updates  Included through Marketplace
Product Upgrades Included through Marketplace
Method of Access Standard: Email
Response Method Standard: Email
Remote Support Included
Number of Support Requests Unlimited
Target Response Time One business day (All severities)

*Hours of operation for Pivotal On Demand Support are from 6 a.m. to 6 p.m. local time zone.

NOTE: Pivotal reserves all rights to modify the list of supported technologies/products from time to time, subject to the terms and conditions set forth at Pivotal Software Support Services Terms & Conditions.

Last Updated on August 1, 2018