Issue Tracker and SLAs

Issue Tracker

Customers may contact OrientDB for support by using OrientDB's issue tracker, a GitHub integrated platform. Customers should provide a list of GitHub accounts for all developers who will access the platform.

Private Issues

For issue containing sensitive information, customers should use the default Private Issue option within OrientDB's Issue Tracker. All clients are able to enter private chats with the OrientDB support team where issues are prioritized and response goals assigned (see table below for more details). For quality and control purposes, all chat messages are recorded.

Public Issues

Public issues are synchronized to GitHub’s Issue Tracker. These issues are viewed publicly by the entire OrientDB development and user community. Sensitive information should not be shared here.


Support is provided in English only and available for all Stable Releases of OrientDB. You can find the complete OrientDB Support Policy here.

All issues or customer or software related inquiries are tracked via a ticket system and prioritized according to the following variables:

Production Support:

  • Silver and Gold subscribers are granted 24×7 support.
  • Bronze subscribers are granted support on business days between the hours of 9:00 AM to 7:00 PM GMT.

Development Support:

  • Between the hours of 9:00 AM to 7:00 PM GMT

Priority Level First Response Goals
Production Support Developer Support
1 – Critical. Due to an Error, the Production Software is down or seriously impacted, or the Customer data is lost or destroyed, and there is no workaround currently available. 2 hours Not Applicable for Development Support
2 – High. Due to an Error, the Production Software is moderately affected on minor components. There is no workaround currently available or the workaround is cumbersome to use. 4 hours 8 hours
3 – Medium. The Error is not critical – no data has been lost, and the system has not failed. The Error has been identified and does not prevent normal operation, or the situation may be temporarily circumvented using an available workaround. 24 hours 16 hours
4 – Minor/Trivial. Non-critical Errors, general questions, requests for enhancements to the Software. 72 hours 24 hours