(updated September 29, 2026)
TigerGraph provides Support of Eligible Software under the terms of this Support Policy as long as Customer maintains an active support subscription. “Support” refers solely to the services described in this Support Policy and excludes one-off services or any services not expressly outlined herein, such as training, consulting or custom development. This Support Policy is governed by the Agreement between TigerGraph and the Customer, which includes (unless the parties has executed a separate agreement with TigerGraph) the Enterprise Terms (see www.tigergraph/legal-terms) and the Order Schedule under which Customer purchased its Subscription to Support.
For Savanna and TGCloud, “Eligible Software” excludes software or services available through any free tier. For installable TigerGraph products, “Eligible Software” does not include any versions designated by TigerGraph as Preview, Beta, Developer, or Community Editions.
Customers may initiate a request for Support and Maintenance Services via TigerGraph’s website at https://www.tigergraph.com/
Standard support is included with your subscription. For pricing on Premium Support please contact sales@www.tigergraph.com
| Support feature | Standard | Premium |
|---|---|---|
| Service Hours | 7 am to 7 pm Eastern US Time (M- F ) |
Full coverage – 24/7/365 |
| Response Time | Urgent – 4 Hours | Urgent – 30 Minutes |
| High – 12 Hours | High – 2 Hours | |
| Normal – 24 Hours | Normal – 6 Hours | |
| Low – 48 Hours | Low – 24 Hours | |
| Dedicated Support Channels | No | Yes – Slack, Teams |
| Max Technical Contacts | 5 | Flexible – 5+ contacts |
| Designated Technical Support Engineer | No | Yes |
| Designated Customer Success Manager | No | Yes |
| Escalation Matrix | Standard escalation process | Priority escalation to engineering team |
How to Open a Ticket
Make sure you are the technical contact in the contract.
- Visit our Documentation and Knowledge Base pages to see if an self-service solution is available: documentation pages
- Log into your account at https://tigergraph.zendesk.
com/hc/en-us/ - New users click Sign up link
- Existing users Sign in with credentials
- To Submit a Request, go to the Support Portal homepage and click on “Submit a request”.
- In the ticket submission page, specify the type of TigerGraph installation you’re reporting an issue for:
- Self-Hosted Installation
- TG Cloud or Savanna
- Fill out the details of the issue. (The Priority should be based on the Severity Levels definitions below)
- Thoroughly describe the issue, the context, the steps leading up to the issue, and steps you may have taken following the initial observance of a problem. Attach error messages, screenshot or stack trace if possible.
- To accelerate a resolution it’s advised to run gsupport_collect.sh on your server and attach to your support request: gsupport_collect.sh
- Click on the Submit button.
IMPORTANT: When a Technical Contact submits a support request, TigerGraph will reasonably assess its severity according to the appropriate severity levels defined below. TigerGraph will confirm the severity level with Customer and will resolve any disagreement regarding the severity as soon as is reasonably practicable. Urgent and High priority levels are not available for non-production systems.
Technical Contacts and Timezone
A technical contact is an employee or contractor of the Customer whom the Customer designates to be a primary contact for submitting and conversing with TigerGraph about support requests. The maximum number of technical contacts is determined by the support subscription level. The Customer shall identify such persons to TigerGraph in writing promptly after the Effective Date. For Standard tier service, the Customer shall also designate their local timezone. The Customer may change such contacts upon written notice to TigerGraph. TigerGraph will not be obligated to provide Support and Maintenance Services to any person other than the designated liaisons.
Severity Levels
Upon receiving a support request based on the Severity levels below, TigerGraph may then re-classify the problem according to these criteria if there is an issue with Customer’s classification TigerGraph will use commercially reasonable efforts to respond to, and to resolve such problems under:
| Severity | Description |
|---|---|
| Urgent (Production only) | Critical service outage – Production service is completely unavailable. Data integrity issue – Customer data is lost or corrupted. Security breach – Security access violation with no available workaround. |
| High | Production Service is available but severely degraded or performance issues significantly impact normal operations. Non-production service is down. A workaround exists but is not sustainable long term. |
| Medium | Partial loss of functionality in a subsystem, but normal operations continue. Business impact is limited. |
| Low | General inquiries or minor issues, such as clarification requests, documentation questions, or cosmetic defects with no operational impact. |
End of Maintenance (EOM) and End of Support (EOS) Policy
TigeerGraph provides different maintenance and support lifecycles depending on the version type.
Understanding EOM and EOS timelines helps you plan your upgrade strategy and ensure continued support coverage.
“Maintenance” refers to revision of a product design, to address bugs, security issues, and other concerns.
Support, as previously defined, are services by TigerGraph staff.
| Version Type | Start of Maintenance and Support | End of Maintenance (EOM) | End of Support (EOS) |
|---|---|---|---|
| LTS (Long-Term Supported) | The first GA release of the LTS version (version number X.1) | 2 (two) years after the first GA release. | 1 (one) additional year after EOM, including access to Technical Support Engineers (TSE). |
| Non-LTS | The first GA release of the non-LTS version (version number X.1) | 1 (one) year after the first GA release. | 1 (one) additional year after EOM, including access to Technical Support Engineers (TSE). |
Exclusions
Support and Maintenance Services will not include services requested, and any services requested will be charged to Customer at TigerGraph’s then-current rates in the event of (i) customer fails to follow this Agreement or user document in order to maintain the proper operating environment to use the Licensed Software; or (ii) modification, alteration, or addition of any portion of the Licensed Software by a person other than TigerGraph.
Customer Responsibilities
Customers shall provide TigerGraph with access to Customer’s personnel, equipment and testing environments for TigerGraph to perform Support and Maintenance Services.
Customers shall document and promptly report all errors or malfunctions in the Licensed Software to TigerGraph. Customers shall take all steps to carry out procedures for the rectification of errors or malfunctions within a reasonable time after such procedures have been received from TigerGraph.
Software Updates
TigerGraph may update the Licensed Software and Third Party Software occasionally, and proper operation of Licensed Software depends upon Customer ensuring that such Software Updates are installed automatically by the Licensed Software. TigerGraph shall provide to Customer any Software Updates that TigerGraph generally provides to all its Support and Maintenance Services customers. TigerGraph shall have no obligation to provide Support and Maintenance Services for any version of the Licensed Software released over twelve (12) months before the then-most current version. TigerGraph may, at its option, provide Support and Maintenance Services for such version of the Licensed Software under a Statement of Work.