Self-serve answers in real time with Support Assistant
Take advantage of Support Assistant, our GenAI experience backed by technical experts, to quickly self-serve and find answers to technical queries in natural language. Make the most of Elastic with the breadth of knowledge and experiences built by the Elastic Support team.
Elastic Support
Get instant answers from GenAI, backed up by our technical experts
The Elastic Support team and our GenAI-powered Support Assistant help you at every stage of your journey. Whether you need help ingesting your data, scaling your deployment, or accessing meaningful insights to deliver business impact, explore all the resources available to you and your teams.
Elastic Support Hub
Find self-serve answers with Support Assistant, search through articles and technical docs, or submit a ticket to the Support team for help.
Working with Elastic Support
Understand the best way to engage with Elastic Support to get the help you need.
Add-ons to Support
Customize your support with add-ons designed to boost performance, improve response times, and give your team the tools they need to succeed.
Community
Reach out to the global community of Elastic users to get help addressing your unique use cases.
Training
Check out Elastic's free on-demand and paid instructor-led courses to help you become an Elastic expert.
Professional services
Drive toward your technical goals and realize business outcomes with Elastic's Consulting team.
Benefits of Elastic Support
Global coverage
Leverage a global team of support experts in over 25 countries.
Expert advice
Benefit from the best support and guidance for Elastic software from experienced support engineers.
Resolve faster with AI
Take advantage of Support Assistant or a team of experts to get your deployments back up and running, so Elastic continues to deliver insights that drive results.
Elastic's Support Assistant: An award‑winning solution
"I haven't used real support, not even once, since I've been using the assistant. There is no need to use other AI tools since it has so much deep knowledge about Elastic."
— Scandinavian Government Agency, Elastic customer
Support levels: Cloud
Elastic offers several support levels to suit your needs.
Limited
- Core Elastic web-based support
- 2 support contacts
- 3 business day target response time (Elastic Cloud platform only)
- GenAI-powered Support Assistant
Base
- Business hours support
- Phone- and web-based support
- 6 support contacts
- GenAI-powered Support Assistant
Target initial response time:
- Urgent: 4 business hours
- High: 1 business day
- Normal: 2 business days
Enhanced
- 24/7/365 support
- Phone- and web-based support
- 8 support contacts
- GenAI-powered Support Assistant
Target initial response time:
- Urgent: 1 hour
- High: 4 business hours
- Normal: 1 business day
Premium
- 24/7/365 support
- Phone- and web-based support
- 8 support contacts
- GenAI-powered Support Assistant
Target initial response time:
- Urgent: 30 minutes
- High: 4 business hours
- Normal: 1 business day
Support levels: Self-managed
Platinum and Enterprise
- 24/7/365 support
- Phone- and web-based support
- 8 support contacts
- GenAI-powered Support Assistant
Target initial response time:
- Urgent: 1 hour
- High: 4 hours
- Normal: 1 business day
Support and policies
Check out these resources to learn the best way to get the help you need, as well as for more information on Elastic's policies.
Elastic Support Services policy (Self-managed)
Learn how Elastic's self-managed support works when you take advantage of support services.
Elastic Support Services policy (Elastic Cloud)
Gain a better understanding of how Elastic's cloud support works when you take advantage of support services.
Version Maintenance & Support policy
Review how long older versions are maintained and supported over time.
Support Matrix
Check out the platform and software configurations eligible for support under Elastic's support offerings.