Proactive Support

Partnering with you to drive operational success

In addition to our traditional SLA-based technical support, Cloudera Enterprise subscriptions also include a more forward-looking component called Proactive Support. With Proactive Support, you get access to a specialized unit within our larger support group. Their sole focus is to provide strategic technical direction above and beyond what is covered through standard issue resolution processes.

Proactive Support is designed to ensure that your Hadoop platform and your partnership with Cloudera will help you achieve your business objectives. Using recurring touch-point discussions, we will review your goals, expansion plans, use cases and architecture to identify opportunities for you to leverage your Hadoop investment.

Key Components of Proactive Support

  • Use case adoption and recommendations
  • Installation planning and guidance
  • Architectural best practices
  • Support analysis, case review and closed-loop feedback

Key Benefits of Proactive Support

  • Align your Hadoop deployment with your strategic objectives
  • Learn about new ways Hadoop can add value to your business
  • Avoid common technical pitfalls
  • Coordinate just-in-time upgrades
  • Provide regular feedback to improve your support experience

Voice of the Customer

Our Voice of the Customer program is focused on using customer feedback to drive change within Cloudera that is impactful to our customers.
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