Support
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Getting Support For Open Source Search
Start with the DevZone, Lucid Imagination's developer information hub for search-based applications built on Lucene/Solr and LucidWorks Enterprise. Links to the Apache community, documentation, forums, videos and technical articles provide examples and in-depth descriptions of features and functionality.
Commercial Support Offerings
For customers that need enterprise-grade technical support for LucidWorks Enterprise or Lucene/Solr applications, Lucid Imagination Technical Support programs provide the assurance you need to deploy business-critical applications built on open source technology.
All Technical Support programs include the following services:
- Time-critical problem resolution and incident management with a response time of 4 hours, delivering fast cycle times for production problems.
- Telephone support during coverage hours to file a support case, or get direct assistance.
- Flexible, web-based Case Management—log support cases directly into the Lucid Imagination CRM system. 24x7 account access to monitor the status of filed cases. Submit tickets online or by e-mail.
- Updates and Upgrades to Software—Receive updates and upgrades to the LucidWorks Enterprise software (or certified distributions of Apache Lucene/Solr). Proactive notification of new releases.
- Bug Fixes—Receive bug fixes for LucidWorks Enterprise, certified distributions, or for non-certified Lucene version 1.4 or later and the non-certified Solr 1.1 or later.
Local Business Hours or Global 24x7
Production support is available for Lucene/Solr and LucidWorks Enterprise. For many search-based applications, regular business hours support via an Enterprise Production Support Subscription is appropriate.
For applications that need the added assurance of global, round-the-clock support, Lucid Imagination 24x7 Enterprise Production Support Subscriptions provide the same calibre of support in a more comprehensive time frame. Any time of day or night, weekends or holidays, we will have a search engineer available to help work through your issues, with incident management SLA-based support during business hours.
How to buy
Support programs are delivered through a complete selection of subscription packages for LucidWorks Enterprise, Solr and Lucene. For more information see the Subscriptions page or Contact Sales.
DevZone
Latest Blog Post
Two popular methods of indexing existing data are the Data Import Handler (DIH) and Tika (Solr Cell)/ExtractingRequestHandler. These can be used to index data from a database or...