Technical Support

HPCC Systems offers three support levels to meet customer needs, from developer assistance to full-time support for the most demanding mission-critical deployments.
These support offerings are available to Enterprise Edition customers only.

Business hours are Monday - Friday, 9am - 5pm ET, excluding federal holidays.


Bronze - Professional support within a tight budget

  • Web-based interface to submit and track issues and requests
  • Unlimited Support ticket requests
  • Response within 1 business day
  • Up to 3 named users
  • 10 training credits (1 credit = 1 class day)
  • Included with all Enterprise Edition licenses

Silver - Highest support within regular business hours

  • All Bronze features
  • Response within 4 business hours for Critical Level 1 incidents
  • Up to 5 named users
  • Additional 10 training credits (20 credits total)
  • Up to 5 incidents per year handled via phone support during business hours
  • Available as an upgrade for Enterprise Edition licenses

Gold - Full time support with immediate access to HPCC Systems engineers

  • All Silver features
  • 24/7 access to support
  • Additional 16 training credits (36 credits total)
  • 40 hours of consulting services included for use during the year
  • Up to 10 incidents per year handled via phone support
  • Available as an upgrade for Enterprise Edition licenses

Contact Us for more information.

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Introduction to HPCC Systems

Learn more about the types of big data problems the HPCC System platform can solve, and how it solves them.

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