The Mark Logic support organization measures its success by the enthusiasm with which customers and partners will attest to the high quality of the enterprise-grade support that we provide. While we recognize the importance of exceeding customer expectations for traditional metrics such as response time and time to resolution, we believe that it is our partner approach that makes the Mark Logic support organization a key contributor to successful business solutions built on MarkLogic Server.

As is the case across Mark Logic, our support team works in collaboration with other Mark Logic teams to provide customers and partners with the most comprehensive and highest quality support possible. Consultants and engineers have visibility into all support interactions and are involved in resolving issues when their expertise is needed. Internal processes and tools have been designed and built to provide as much context as possible for incoming issues, significantly reducing the time it takes to focus on core diagnostics. We pride ourselves on going the extra mile for our customers and partners when they need us the most—in many cases, lending expertise even when an issue falls outside of MarkLogic Server.

The global organization of our support team ensures that someone will always be available if an urgent issue surfaces, backed by cross-functional teams including support, engineering, and professional services. MarkLogic Server-based knowledge management tools allow our support engineers to provide very complete and high-quality responses to inquiries as quickly as possible.

The Mark Logic support team is committed to providing the highest quality service and looks forward to supporting your organization in building and maintaining enterprise applications built on MarkLogic Server.

To read more about specific details of our standard support policy, please refer to the Mark Logic Support Handbook .