Getting support for NGINX software is easy, whether from our experts at NGINX, Inc. or from the broad community of NGINX users and contributors.
Getting support for NGINX software is easy, whether from our experts at NGINX, Inc. or from the broad community of NGINX users and contributors.
Suitable for non-critical NGINX deployments where longer service level agreements (SLAs) are acceptable and hot fixes for production deployments are not required.
For production deployments of NGINX and NGINX Plus, or wherever priority case handling is required. It includes faster response times, expedited solutions, and phone support for critical production issues.
For mission-critical deployments of NGINX or NGINX Plus that require the top-most level of support with the fastest response times and solutions across phone or web inquiries.
| Features | Basic » | « Professional » | « Enterprise |
| Price per instance | $1,900 USD | $3,000 USD | $4,500 USD |
| Support Hours | 9x5 | 24x7 | 24x7 |
| Number of incidents | Unlimited | Unlimited | Unlimited |
| Target initial response time | 8 hours | 2 hours | 30 minutes; service credits if SLA is not met |
| Answers about documentation | 24 hours | 8 hours | 2 hours |
| Email & web support | Yes | Yes | Yes |
| Phone support | No | Yes | Yes |
| Software updates | Major and minor | Major and minor | Major and minor |
| Hot bug fixes | No | Yes | Yes |
| Support for 3rd party modules | No | Yes | Yes |
We advise users to run the most recent version of NGINX Plus, because we issue updates to the most recent version only. We proactively notify all subscribers when updates are available. We provide technical support for the current release, and any release issued within two years of the current release.
To create a support ticket, please use the email addresses (for you and for NGINX engineering) in your support contract to send and receive support case information. If you have a Professional or Enterprise support subscription, you can get support by phone for critical issues.
You can purchase an NGINX Plus subscription to cover each supported instance of NGINX Plus or open source NGINX.
For Enterprise support customers, NGINX guarantees an SLA of 30 minutes for the initial contact in new support queries. We will offer service credits in the event that we fail to meet this expectation. Please contact us to learn more.
NGINX, Inc. supports binary builds of the open source NGINX product that are obtained from the nginx.org repositories. Purchase a Basic, Professional, or Enterprise support subscription for each NGINX OSS instance that requires support , and use a pre-built open source NGINX binary instead of an NGINX Plus binary. NGINX, Inc. does not support binaries that you build from source yourself or binary distributions obtained from other sources.
NGINX is happy to provide best-effort support for Professional and Enterprise customers to cover the optional third-party modules that are provided with NGINX Plus. Support cover may be limited to one hour per query and referred to NGINX Professional Services if necessary.
After your support contract expires, you are out no longer licensed to use NGINX Plus or obtain support from NGINX, Inc. Access to NGINX Plus updates will be prohibited, and you must stop and delete your NGINX Plus instances. Please contact us to renew your NGINX Plus subscription.
If you need help with architecture, design, or configuration, our Professional Services team can help you translate your requirements into an optimized NGINX configuration. Please contact us to learn more.
