Pivotal Support Services Offerings


Premium Support Services

Premium Support Services are available for all Pivotal Software licensed to You, 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 and technical resources, knowledge base, discussion forums
  • Product updates and upgrades
Premium Support Services Summary
Feature Premium Support
Hours of Operation 24 Hours / Day
7 Days / Week
365 Days / Year

Length of Service 1 or 3 Years
Product Updates  Yes
Product Upgrades Yes
Products Supported All Products
Method of Access Telephone/Web
Response Method Telephone/Email
Remote Support Yes
Root Cause Analysis Available only with Business Critical Support Offerings
Access to Pivotal Web Site Yes
Access to Pivotal Discussion Forums and Knowledge Base Yes
Max Number of Technical Contacts per Contract 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)

Severity 1 issues are responded to 24x7. 

Pivotal Developer Support

  • Provides You with assistance during the development phase of applications
  • Provides guidance on the use of the Software and will answer “how-to” questions on Application Programming Interfaces (APIs)
  • Provides assistance with application configuration and performance tuning, including the review of pertinent application code snippets, when required to accomplish such assistance

Developer Support does not include support for:

  • The application itself
  • High-level design overview and best practices
  • Unsupported third-party technologies utilization 
and integration
  • Application code review
  • Assistance with changing the software internals
Pivotal Developer Support Summary
Feature Pivotal Developer Support
Hours of Operation 12 Hours/Day 
Monday – Friday *
Length of Service 1 or 3 Years
Product Updates  No
Product Upgrades No
Method of Access Standard: Telephone/Web *
Response Method Telephone/Email *
Remote Support Yes
Max Number of Technical Contacts per Contract 1 Named Contact
Number of Support Requests Unlimited
Target Response Times 

All Severities
Standard: 12 Business Hours

*Hours of operation for Pivotal Developer Support are from 6am to 6pm local time.

Pivotal Developer Support is available for the following Software titles:

Current versions of:

  • Pivotal Cloud Foundry® (PCF), Pivotal tc Server (all editions), PCF Java Buildpack, PCF tc Server Buildpack, RabbitMQ, Redis, Web Server, Pivotal App Suite
  • Open Source support:   Spring, Apache Tomcat, RabbitMQ, Redis

Excludes:

  • PHD, GPDB, DCA, VRP, PAX, Chrous, CPText, R, MADlib, open source Cloud Foundry, GemFire, GemFire XD, SQLFire, other PCF buildpacks

NOTE: Pivotal may modify the list of supported technologies/products periodically.

Pricing

Pivotal Developer Support Edition Price
Pivotal Developer Support Standard $2,000 per seat per year

Out of Scope

Pivotal Developer Support does not cover licenses or support for running Pivotal Software in production. To run Pivotal Software in production, Customer must purchase production licenses and support.