myVertica  

Customer Support

Vertica’s industry-leading ease of use and automated database design, configuration, and management are just the beginning of our commitment to customer support. When customers contact us for support, we strive to ensure the process is as simple and as straightforward as using our products.

As of November 6, 2017, Vertica Support Case & Knowledge Management System transitioned from the My.Vertica.com Support Website and began utilizing Micro Focus’s Software Support Online Portal. Software Support Online (SSO) provides a fast and efficient way to access the interactive technical support tools needed to manage and optimize your business. On the transition date, all existing support cases and knowledge solutions previously found on the Vertica Customer Support Site transferred to the Service Request and Self Solve sections of SSO.

To get started with Micro Focus Software Support Online resources, first create your Passport account. You will need to have your Subscription ID (SAID) and add it to your entitlement to access support. Please note, these actions should be performed by each individual requiring access to the new system.

For licensing and software requests, please proceed to our Licensing & Software Download Portal.

This table shows the new location of the Vertica Support Resources:

Resource Location
Support Software Support Online Portal
Hotfixes To obtain a hotfix, you can submit a support ticket on Software Support Online Portal.
Or, if you have customer access to this site, hotfixes are available in the downloads section.
Dashboard Software Support Online Portal
Downloads Licensing & Software Download Portal
Documentation
Vertica User Community
Forum
Resources
Notifications
my.vertica.com

Contacting Technical Support

Online:  Software Support Online Portal
Phone: +1-844-260-7219  say “Software” then “Vertica” when prompted
Chat: https://softwaresupport.softwaregrp.com/chat-language-selection

For our AWS Marketplace subscribers, sign up here.  Vertica cloud support sign-up page.

The above page is for paid AWS Marketplace subscribers only.  If you are an AWS Marketplace subscriber, complete the form on that page to initiate entitlement to support.

For any questions about the Vertica cloud support sign-up page, contact our Vertica Customer Care Team.

Need additional assistance with your case?

Is your case not progressing as you would like?  Use one of forms of contacting support above and request a “Duty Manager” to discuss your case progress.

Is your case Critical or need to be escalated?  Call the above support line following the standard prompts, then request that your case be “Escalated and/or made Critical”.

Case Priority Priority Definition
Critical The software has complete loss of service for which no known workaround exists.  The customer’s use of the software cannot reasonably continue until the problem is resolved.
High The software is causing significant or degraded loss of customer’s use.  This can be defined as a major product flaw with a workaround.
Medium The issue has normal time criticality, delivery is not imminent, and there is little or no work stoppage resulting from this issue.