Redis offers multiple tiers of support designed to meet the needs of teams at every stage—from development to enterprise-scale production. This article outlines the available Support Packages, how Support Ticket Priorities are determined, the Support Hours by plan, and how to Access Redis Support. Use this guide to understand your options and get help when you need it.
Support Packages
Redis offers four tiers of support to match customer needs:
| Support Package | Support Hours | Support Portal | Phone Support | Notes |
|---|---|---|---|---|
| Basic | Business hours, Monday–Friday | Yes | No | Intended for non-production and development use |
| Developer | Business hours, Monday–Friday | Yes | No | Faster response targets than Basic |
| Business | 24×7 | Yes | Yes | Designed for production workloads |
| Enterprise | 24×7 | Yes | Yes | Mission-critical environments with fastest response targets |
Basic
For monthly on-demand Redis Cloud customers
Support portal access
Response Times: 8 business hours
Developer
For annual Redis Cloud customers not in production
Solution support and portal access
Response Times: 8 business hours
Business
For annual Redis Cloud or Software customers
Includes phone support and ticket escalation
Solution, Redis Client, and Data Integration support
-
Response Times:
P1: 1 hour
P2: 4 hours
P3: 8 business hours
P4: 16 business hours
Enterprise
For Redis Cloud or Software customers with over $100k annual commitment
Includes Technical Account Manager (TAM)
Redis Observability support
-
Response Times:
P1: 30 minutes
P2: 2 hours
P3: 8 business hours
P4: 16 business hours
If you're on a Business or Enterprise plan, Redis investigates the root cause of P1 (Critical) and P2 (High) issues and delivers a detailed report outlining the issue, resolution, and timeline.
Support Ticket Priorities
Impact prioritizes issues to ensure appropriate response:
P1 – Critical: Total data inaccessibility or data loss in production
P2 – High: Major production issue affecting essential ops (no data loss)
P3 – Moderate: Partial or non-critical functionality loss (prod or non-prod)
P4 – Low: Minor issues, usage questions, or feature requests
Support Hours by Package
Basic & Developer Support: Business hours (9:00 a.m. – 5:00 p.m.)
Business & Enterprise Support: 24×7
Accessing Support
Existing customers can submit a ticket via the Redis Support Portal anytime, 24/7.
Phone support is also available for eligible packages.
Enterprise customers can find the toll-free support hotline in the Redis Console or by logging into the portal.
You can visit the Redis Software Support Policy for more detailed policies and information.
2 comments
Daniel Selig
Is there a Redis product that is right for me?
I am writing an iPhone app that I hope to sell to multiple users. When one user collects information, I want that information written to a common store and other users can retrieve the information from the common store.
Natalie Patterson
Hey Daniel, Yes. Redis is commonly used as a shared backend data store for apps with multiple users. In your scenario, one user writing data that other users can read is a typical Redis use case.
Most mobile apps use Redis Cloud as a managed Redis service, with the app accessing Redis through backend rather than connecting directly from the iOS client.
Please sign in to leave a comment.