24 Hour Support for your Production Payara Server Environment
Our commercial Support Services give you 24 hour support for your production Payara Server environment.
We can guarantee that our expert engineers will be available if you have any issues with your mission critical application server. We understand the importance of having a fully functioning system and we are ready to help you support yours.
Choose Your Support Level
Best for customers running non-mission critical environments only requiring business hours support.
Includes support 10 hours a day, 5 days a week, Monday to Friday, with 4 hours Priority 1 issues response time.
Best for customers running mission critical environments that need rapid response times to critical incidents.
Includes support 24 hours a day, 7 days a week for Priority 1 issues, with 1-hour response time.
Payara Support Features
Both types of support give you full access to all the features listed below:
|Unlimited Tickets||There is no limit on the number of tickets that you can raise during your support contract.|
|Private Payara Support Portal||Raise tickets for bugs, incidents or questions related to Payara Server or Payara Micro, including any general questions you may have about configuration, deployment, security, monitoring and troubleshooting.|
|Fast & Easy Access to Tickets||Raise and track tickets, attach diagnostic files, configuration and thread dumps directly from within the Domain Administration Server.|
|Private Customer Knowledge Base||Full access to our growing Knowledge Base of common problems, user guides, patch notes and more.|
|Live Support||Our Support Engineers can work with you through screen-sharing to quickly diagnose and resolve issues.|
|Phone Support||Talk to one of our Engineers directly to discuss any issues during UK business hours.|
|On-boarding Support||Documentation for support processes including an optional introductory support call giving you and your team an overview of how to raise tickets, access monthly patch releases and clarify any questions you may have about using the support services.|
|10-year Support Lifecycle||Major versions of Payara Server and Payara Micro come with 10 years of support and a well-defined lifecycle model maintaining stability of your production environment|
|Hot Fixes||A Hot Fix is a patched module, or modules, of Payara Server which we can provide to you if an urgent solution is required. These personalized fixes enable you to get a rapid problem solution for your current version of Payara Server running in production.|
|Backported Fixes||You can request specific fixes to be backported to the version of Payara Server and Payara Micro you use in production where possible.|
|Critical Security Fixes||You will receive rapid notification of Security Fixes and Hot Fixes for urgent security issues.|
|Fully Supported Production Binaries||You get exclusive access to extensively tested, fully supported binary builds of Payara Server and Payara Micro.|
|Features Stream Releases||You get exclusive access to monthly releases of Payara Server and Payara Micro including crucial fixes and patches via the Features Stream.|
|Stability Stream Releases||You get exclusive access to the Stability Stream where a feature set is kept for 12 months, while monthly patch releases add bug and security fixes without any component upgrades, boosting the stability of your production environment throughout the year.|
|Full Support on Ecosystem Components||You will receive full support for a growing number of Payara integration components including Maven plugins, Cloud Connectors, Docker images and IDE connectors.|
|* OpenJDK Support||You will benefit from Payara’s partnership with Azul, providing you with access to use Zulu Enterprise - Fully-Supported Builds of OpenJDK - with Payara Server and Payara Micro.|
24×7 customers are eligible to purchase the Payara Scales add-on (Hazelcast Enterprise’s High-Density Memory Store and WAN replication) – find out more!
How Many Units Do I Need?
To work out the number of Units needed, count all Payara Server and/or Payara Micro JVMs or instances you run in:
- disaster recovery and
- multi-user test environments (User Acceptance Test; System Test; Integration Test etc.)
The ones that your developers use on their local machines are not counted.
1 Unit = 1 Payara Server Java Virtual Machine (JVM), DAS or instance.
1 Unit = 5 Payara Micro Java Virtual Machines (JVMs).
1 Unit = 6 CPU cores. Cores can be physical or virtual.
Choose whichever combination of units works best for you!
|Band Units||10x5 Support||24x7 Support|
The support provided by Payara has always been appropriate to the severity level of issues reported by BMW Group. Out-of-cycle patches were provided for more important issues which helped to fix problems in a short amount of time. Regardless of where the root cause of the problem is located, either in Payara Server source code or application source code, the Support Team helped to find a solution and resolve the issue. BMW Group has found that all major blocking issues have been resolved and newly found bugs are dealt with appropriately.