Support guide

Overview

This guide explains:

If you are using a paid Aura tier or have a support subscription, you must complete the support setup process before you can submit cases.

Support Eligibility

Included

  • AuraDB Professional

  • AuraDB Business Critical

  • AuraDB Virtual Dedicated Cloud

  • AuraDS Professional

  • AuraDS Enterprise

  • AuraDB Professional Trial (with a credit card attached to the Organization)

Not included

Set up support access

Organization Owners and Admins provide access to the Support Portal from the Neo4j Aura Console.

  1. Navigate to Organization Settings → Support

  2. Complete the Support Profile (timezone, company name, address)

  3. Add Authorised Support Contacts

Support access is granted only after the profile is completed and authorised contacts are added.

Authorised support contacts

Only Authorised Support Contacts can submit cases in the Support Portal.

Organization Owners and Admins can add or remove contacts at any time.

Contact limits

Aura PAYG

  • AuraDB Professional / DS Professional – 5 contacts

  • AuraDB Business Critical – 10 contacts

  • AuraDB Virtual Dedicated Cloud / DS Enterprise – 10 contacts

Subscription support packages

  • Regional Support – 10 contacts

  • Global Support – 20 contacts

  • Signature Support – 30 contacts

If you require additional authorised contacts, contact your account team.

Creating a case

  1. Register on the Support Portal using the email address designated as an Authorised Support Contact

  2. Set up Multi-Factor Authentication (TOTP required)

  3. Submit a case by selecting the relevant instance tier or Other support enquiry

  4. Provide a clear subject and detailed description

Include as much relevant detail as possible, such as:

  • Start time of the issue

  • Affected feature or surface

  • Relevant Cypher queries

  • Error messages

  • Steps to reproduce

Additional user registration information can be found here.

Service levels

Response times depend on case severity and your support package.

Refer to the Neo4j Support Terms for full SLT details.