Lucid Imagination Technical Support programs are designed for customers that require Lucene and Solr technical support for deployed applications that include the Lucene libraries, or the Solr server. All of the Support levels include notification of updates to the Lucid Imagination certified versions of Lucene and Solr, problem isolation and diagnosis of errors in the Lucene and Solr software, patches and workarounds to fix bugs and troubleshooting of issues pertaining to the Lucene and Solr technologies. The technical support subscriptions are provided at three support levels:

• Basic: For deployments that don't require time critical response and can conduct support through email. It provides 48 hour initial response time and one authorized contact per subscription. The basic subscription includes support for up to 5 servers running Lucene or Solr and 2 support incidents per month.
• Professional: For deployments with more time critical problem resolution requirements. It includes phone as well as email support. Initial response within 8 hours with 2 authorized contacts per subscription, with web-based case management. The Professional subscription includes support for up to 10 servers running Lucene or Solr and 4 support incidents per month.
• Enterprise: For deployments with requirements for quick turnaround on runtime issues. Includes phone as well as email support. Initial response within 4 hours, 2 authorized contacts. Web-based case management, and an annual search health check performed by Lucid Imagination domain experts. The Enterprise subscription includes support for up to 10 servers running Lucene or Solr and 4 support incidents per month.

>> Check out the Support Matrix

Expert Link

For customers that desire ogoing access to Lucid Imagination experts to help with the design and optimization for their usage of Lucene and Solr during development and production, Lucid Imagination also offers Expert Link subscriptions.

Custom Support

Lucid Imagination can also create a custom support package if you have a unique situation that is not covered in one of our standard support subscriptions, please contact services@lucidimagination.com.

Support Questions

Check out our Support FAQs