Support Policy

Last Updated: August 27th, 2025

This description of Algolia's support services applies to customers who subscribe to the listed plans on or after the date of last update. The changes are not retroactive. If you are an existing customer as of that date, a description of your support service may be found below.

Normal Support Hours - standard business hours excluding holidays

Our support team works standard business hours (9:00 AM - 5:00 PM) Monday - Friday and are spread globally throughout APAC, EMEA and the Americas using a “follow the sun” model.
We will endeavor to match you with a support agent in the same time zone as you when possible. Algolia will provide Extended Support customers support 24 hours a day, 7 days a week for any P0 and P1 incidents.

Web Support Includes

• Incident Support - Identifying and troubleshooting problems using the Algolia APIs
• Identifying and creating bug reports for Algolia APIs, Web Dashboard, API clients, front-end libraries and our extensions and integrations
• Troubleshooting upgrades for Algolia API clients, front-end libraries and our extensions and integrations
• Assistance with Algolia Services related questions; including relevancy, search or indexing guidance
• Assistance with interpretation of Documentation

Web Support Does Not Include

• Beta, end of life cycle of Services including end of life of third party platforms
• Customized versions of Algolia’s API client, front-end libraries, extensions and integrations (customized = original code has been modified) or custom code written for the data transformations feature
• General implementation guidance, development questions or requests
•  -For community-based development support, please post these questions on Algolia Discord
• Third-party plugins or applications (other than our own)
• Product training
• Support in languages other than English
• Signing in to your website or integration for troubleshooting or debugging
• Professional Services (Contact sales to learn about the offerings).

Targeted Response Times

The schedule indicated below refers to responses by Algolia personnel, to the exclusion of automated responses generated by receipt acknowledgment systems.

For customers subscribing to Standard Support, Algolia will respond to errors in the hosted search services according to the schedule indicated below.

Response Times

• Initial Response:
  • P0: within 4 business hours
  • P1: within 4 business hours
• Minimum frequency of updates on the reported issues:
  • P0: Every business day
  • P1: Every business day

For Subscribers subscribing to Business Support, Algolia will respond to errors in the hosted search services according to the schedule indicated below.

Response Times

• Initial Response:
  • P0: within 1 business hour
  • P1: within 2 business hours
  • P2: weekly
• Minimum frequency of updates on the reported issues:
  • P0: Every business day

P1: Every business day

For customers subscribing to Extended Support, Algolia will respond to errors in the hosted search services according to the schedule indicated below.

Response Times

• Initial Response:
  • P0: within 30 minutes
  • P1: within 2 hours
  • P2: within 24 business hours
• Minimum frequency of updates on the reported issues:
  • P0: Every hour
  • P1: Every 4 hours
  • P2: Every week

In the Initial Response, Algolia will confirm that the support request was received and taken into account.
For customers with targeted response times, Subscriber shall report the issue through the Support portal and specify the level of severity.

Severity levels are defined as follows:

• Priority 0 (P0) Critical: There is a critical problem with the hosted search services in which there is a complete failure in the search service such that Subscriber is unable to obtain required results across all data centers in a non sandbox environment.
• Priority 1 (P1) Serious: Any of the following occurs: (a) there is a recurring critical failure in the hosted search services affecting indexing of required Subscriber Data in a non sandbox environment or (b) there is an impairment in the hosted search services such that some search is intermittent and Subscriber experience is affected in a non sandbox environment.
• Priority 2 (P2) General: General service errors or data problem or reasonable work-around exists or any error in the hosted search services not addressed above. P0, P1 and P2 do not include issues related to the network between Algolia servers and Subscriber’s data centers.

Eligibility and Software Maintenance

Algolia generally recommends to use the latest version of Algolia integrations, frameworks, API Clients and other libraries. 

• Algolia supports  integrations, frameworks and front-end libraries that are on the most recent Algolia version.
• Algolia will support API Clients on the latest version of the last major release, and the latest version of the previous major release for a duration of two (2) years after it is replaced by a newer major release, except in cases where a more recent version introduces critical fixes (e.g. for security or performance issues).
• Algolia will provide security patches and critical bug fixes only for the latest minor version of the API Client current major release, and the latest version of the previous major API Client release for two (2) years after it is replaced by a newer major release. Subsequent patches or fixes of the previous major release do not extend the support window.
• Support for integrations included as part of Core or Enterprise Platform Foundations will be made available only to subscribers with these Foundation subscriptions
• The Subscriber must respond to all questions from the Algolia support team in a timely manner and maintain communication only via the support ticket. Providing access to Subscriber personnel who have appropriate technical skills is essential.
• Algolia does not support unofficial community-created integrations, frameworks, API clients, and front-end libraries.

 For details of the Algolia Service Level Agreement please see https://www.algolia.com/policies/sla. 

Supported and Deprecated Products

We maintain an up to date list of our products, and the support you can expect for each one here.

Help with Unsupported Issues

The Algolia Community Server on Discord is a great channel for discussions outside the bounds of the Algolia Support offerings.
 If you require support and services beyond our professional services, please consult our list of partners.

Priority Support

Subscribers who have purchased Priority Support may read more about their plan here.

Professional Services Available

Contact Sales

Partners Services Available

Contact Partners