Pentaho Support
How to work with Pentaho Support and open effective tickets ..
Overview
Pentaho Support at Hitachi Vantara helps you troubleshoot product issues and answer usage questions. Use this page to understand who can open tickets, what to include, and how to contact Support.
Hitachi Vantara Virtualization Support Statement
Hitachi Vantara supports virtualization technology across the Pentaho Suite. This statement explains what is supported and what may be requested during troubleshooting.
What is supported
Hitachi Vantara supports Pentaho products that run on:
Supported operating systems
Minimum hardware requirements
This applies whether you run Pentaho in a virtual environment or not.
What you are responsible for
You are responsible for failures caused by the hardware layer or operating system layer. This includes misuse of virtualization software.
What Support may ask you to do
Hitachi Vantara does not require you to reproduce every issue on physical hardware.
Hitachi Vantara may ask you to reproduce or diagnose an issue on a native (non-virtual) supported operating system.
This request is made only when there is reason to believe virtualization contributes to the issue.
How virtualization-related issues are handled
When a problem may relate to virtualization, investigation is handled as follows:
Hitachi Vantara provides standard support for all products.
If an issue occurs in a virtual environment, you may be asked to reproduce it on a physical (non-virtual) server. Hitachi Vantara then provides regular support.
You can authorize Hitachi Vantara to investigate virtualization-related items at normal time and materials rates. If the issue is virtualization-related, you may request a software change, if a resolution is possible.
If the issue is not virtualization-related, investigation and resolution are covered under regular maintenance.
Pentaho is expected to work in virtual environments.
Performance notes
Performance impacts may still occur. These impacts may or may not be caused by virtualization. They may fall outside this support statement.
Hitachi Vantara’s Global Data Protection & Privacy Policy
During troubleshooting, you may need to share data from your systems. This can include diagnostics, metadata, result sets, and similar artifacts.
Ways to send data
Pentaho Support provides several ways to transmit data, including:
Email
The Customer Portal
Hitachi Content Platform (HCP)
Before you share
Share only what Support requests. Remove or redact sensitive data when possible.
See Hitachi Vantara’s Global Data Protection & Privacy Policy for details on how personal data and information are protected while in our possession.
Pentaho Support works directly with your organization’s Named Support Contacts. These are specific people with a unique (non-generic) email address and a phone number.
Requirements and responsibilities
Language and ticket ownership Contacts must communicate in English. They own ticket updates and follow-ups.
Portal access and ticket submission Named Support Contacts can access the Customer Support Portal. Only Primary and Backup contacts can open new tickets.
Administrative access Troubleshooting often requires admin access or elevated permissions. Primary contacts should be able to approve or perform sensitive actions.
Keep contacts current Tell Support when a contact leaves or changes roles. This ensures access is revoked and tickets are reassigned.
Single point of contact Named Support Contacts should not forward requests from others. They act as the Support liaison for their organization.
Service announcements Primary contacts automatically receive critical announcements.
What each access level can do
Submit a ticket
Yes
No
No
Knowledge Base
Yes
Yes
Limited
Best practices
Yes
Yes
Yes
Downloads
Yes
Yes
No
Product documentation*
Yes
Yes
Yes
Academy
Yes
Yes
Yes
Product documentation for Pentaho Data Quality is restricted to registered users.
If you are licensed for this product but you do not have access, email [email protected].
Ticket handling is guided by three factors:
Subscription service level Defined in your subscription agreement. If you are unsure, contact your Customer Success Manager or Sales Representative.
Severity level Based on business impact and user impact.
Environment Where the issue occurred (Production, Development, Test).
When you open a ticket, you’ll specify severity and environment. Your subscription service level is identified automatically.
Severity definitions
Use severity to describe business impact and user impact. Support may adjust severity based on the details provided.
Severity 1 (Critical) Production is down or a critical function is unavailable. No workaround exists. Impact is immediate and widespread.
Severity 2 (High) Major functionality is impaired or performance is severely degraded. A workaround exists, but it is limited or risky. Impact is significant.
Severity 3 (Medium) Minor functionality is affected, or you have a how-to question. A workaround exists and impact is limited.
For Premium and Enterprise customers, Severity 1 issues in Production may be eligible for after-hours coverage.
Do a quick self-check first
Confirm the issue is in Pentaho, not third-party software.
Confirm you’re on a supported version. See Pentaho EOL Policy.
Try to reproduce the issue. Note if it’s consistent or intermittent.
Search for known solutions in the Knowledge Base.
Useful resources:
Gather the right details
If you’re asking a question, include:
What you’re trying to achieve.
Your Pentaho product(s) and version(s).
Environment details (OS, JVM, DB, cloud/on-prem, and so on).
What you already tried, including exact URLs to docs or KB articles.
If you’re reporting a product issue, also include:
Steps to reproduce (numbered).
Expected result vs actual result.
Symptoms and exact error messages.
Logs and diagnostics. Use the Pentaho Support Utility when possible.
What changed before it started (deployments, config, certificates, upgrades).
When it started and how often it happens.
Business impact and urgency.
Submit the ticket (Portal or email)
Only Primary and Backup Named Support Contacts can open new tickets.
Submit via portal
Use the Pentaho Customer Portal to submit a request and open a ticket.
Submit via email
Email [email protected] with the details above. If you are a Named Support Contact, you’ll receive a confirmation email with a ticket number.
To add more information later, reply to the ticket emails. Include the ticket number in the email subject.
Assigned to the support team
Support typically triages and resolves tickets in levels. If needed, Support escalates to the next level.
Level 0: Self-help and user-retrieved information
Self-service resources such as FAQs, Knowledge Base articles, forums, product documentation, and troubleshooting guides. Users resolve issues independently.
Level 1: Basic help desk resolution and service desk delivery
Tier 1 frontline Support handles incoming inquiries, troubleshoots common problems, and provides known fixes and standard workarounds.
Level 2: Advanced technical support
Tier 2 handles issues that Level 1 cannot resolve. This often requires deeper product knowledge and more advanced troubleshooting. Tickets may be escalated to Level 3.
Level 3: Expert product and service support
Tier 3 specialists handle complex or product-specific issues. They may work with engineering on defects, enhancements, or unique requirements. Tickets may be escalated to Level 4.
Level 4: Product and engineering development
Engineering investigates and implements code-level fixes for the most complex issues. This level is typically involved when product changes are required.
What happens after you submit a ticket
During business hours
Tickets are assigned to the next available engineer for the product area.
The Support engineer may call you to confirm details and start quickly.
If you cannot be reached by phone, Support contacts you in the ticket.
Outside business hours and global holidays
Tickets submitted after local business hours are picked up the next business day.
Tickets submitted on global holidays are picked up the next business day.
For Premium or Enterprise Severity 1 issues, the on-call engineer responds after hours.
Support hours
Standard coverage: 9:00 AM to 5:00 PM, Monday to Friday (local Support office hours).
24/7/365 support is available for Premium and Enterprise customers for Severity 1 issues in Production. It can also be arranged in advance for events like migrations or go-live dates.
Response times
Initial response targets depend on:
Your subscription service level
The ticket severity
The affected environment (Production vs non-Production)
24/7/365 Production
Yes
Yes
No
Severity 1
1 business hour
1 business hour
4 business hours
Severity 2
2 business hours
2 business hours
1 business day
Severity 3
4 business hours
4 business hours
2 business days
Response-time targets vary by contract. If you need your specific SLA, contact your Customer Success Manager or ask Support in your ticket.
Enterprise Support includes up to 4 hours per week of Customer Success time (Solution Architects, Customer Success Managers (CSM), or Support Account Managers (SAM)).
This time can be used to:
Run best-practice sessions with your Named Support Contacts.
Discuss integration techniques, solution design, and architecture.
Discuss implementation strategies and upgrade approaches.
Review best practices and performance tuning.
Coordinate sessions with Hitachi subject matter experts.
Troubleshoot issues in your systems or create solution replicas, when technically possible.
Weekly time does not accrue or roll over. You can increase the allocation by written agreement.
Escalate a ticket
If the ticket priority has changed or expectations are not met, a Primary contact can escalate by emailing [email protected]. Include the ticket number in the subject line.
The ticket owner continues working with you on impact and next steps. Support also opens an escalation ticket with a Support management team member.
Defects and enhancement requests
If Support reproduces the issue and suspects a defect, the support engineer links your ticket to a Jira issue in Product Engineering. Support changes the ticket status to Defect and shares major updates. Your ticket stays open while the defect is investigated.
If the request is an enhancement, Support may create a Jira enhancement. Enhancements do not have a committed implementation timeline. After requirements are captured, Support closes the ticket. Open a new ticket later if you need a status update.
Automated closure timeline
24 hours after status Pending
You get an email that Support needs your response.
7 days after status Pending
You get an email that Support has waited 7 days. Support may consider the issue resolved. Reply to keep the ticket Open.
14 days after status Pending
The system sets the ticket to Solved and says it will close in 7 days. A feedback survey is emailed within 24 hours.
21 days after status Pending
The system sets the ticket to Closed. Closed tickets cannot be reopened. Submit a new ticket.
The automated closure process is suspended for escalated tickets and for tickets linked to a defect. You also receive a final email at ticket closure inviting you to complete a customer satisfaction survey.
Exclusions from Support
Hitachi Vantara does not provide support for issues caused by:
Hardware, equipment, or programs not covered by your contract.
Product versions not obtained through Pentaho Support.
Use of non-general availability releases in Production (not marked as general availability (GA)).
Causes outside Hitachi Vantara’s control (for example, floods, fires, or power loss).
Failures outside Pentaho software (for example, databases, web servers, or hardware).
Not following operating instructions in product documentation.
Modifications, enhancements, or customizations performed by anyone outside Pentaho.
Installation, configuration, management, and operation of your applications.
APIs, interfaces, web services, or data formats not included with the product.
Third-party products, except those provided by Pentaho, and those used only to support intended interfaces or functionality.
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