Support for NGINX and NGINX Plus
Getting support for NGINX software is easy, whether from our experts at NGINX, Inc. or from the broad community of NGINX users and contributors.
Commercial Support
Commercial support is available for NGINX Plus and pre-built open source NGINX packages.
What Does Commercial Support Cover?
Use of Open Source NGINX and NGINX Plus
Commercial support covers both the pre-built binary builds of open source NGINX from nginx.org and NGINX Plus binaries. Each individual NGINX installation must be covered by a separate support subscription.
Assistance with Installation and Deployment
Our team makes sure your installation always goes as smoothly as possible. With our help, you can quickly clear up installation-related conflicts.
Debugging and Error Correction
If you experience an error, we work to reproduce it, and fix it or provide a workaround – all within the agreed SLA time. Fixes are incorporated into the next product update, and the QA cycle is adjusted for regression testing.
Security Notifications
Security issues are rare and unlikely, but if they happen we let you know about the implications and the solution directly, as quickly as possible.
Software Updates
New NGINX Plus builds and updated documentation are provided quarterly through a dedicated customer support portal. Open source builds are updated approximately monthly.
Documentation Discrepancies
Uncertain about something in the documentation? Or maybe something doesn’t seem right. If you have a question, we get you a precise answer within the agreed SLA time frame.
Which Support Level Is Right for Me?
Basic SLA
Suitable for non-critical NGINX deployments where longer service level agreements (SLAs) are acceptable and hot fixes for production deployments are not required.
Professional SLA
For production deployments of NGINX and NGINX Plus, or wherever priority case handling is required. It includes faster response times, expedited solutions, and phone support for critical production issues.
Enterprise SLA
For mission-critical deployments of NGINX or NGINX Plus that require the top-most level of support with the fastest response times and solutions across phone or web inquiries.
| Features | Basic » | « Professional » | « Enterprise |
| Number of incidents | Unlimited | Unlimited | Unlimited |
| Support hours | Business hours | 24/7 | 24/7 |
| Email support | Yes | Yes | Yes |
| Phone support | No | Yes | Yes |
| Response time | 8 hours | 2 hours | 30 minutes or less |
| Answers about documentation | 24 hours | 8 hours | 3 hours |
| Hot bug fixes | No | Yes | Yes |
| Software updates | Major and minor | Major and minor | Major and minor |
| Support for 3rd party modules | No | Yes | Yes |
NGINX Support won the coveted Stevie Award for exceptional customer service
Frequently Asked Questions
What versions of NGINX Plus are supported?
We advise users to run the most recent version of NGINX Plus, because we issue updates to the most recent version only. We proactively notify all subscribers when updates are available. We provide technical support for the current release, and any release issued within two years of the current release.
How do I create a support ticket?
To create a support ticket, please use the email addresses (for you and for NGINX engineering) in your support contract to send and receive support case information. If you have a Professional or Enterprise support subscription, you can get support by phone for critical issues.
How do I get support for NGINX software?
You can purchase an NGINX Plus subscription to cover each supported instance of NGINX Plus or open source NGINX.
What SLA can NGINX guarantee?
For Enterprise support customers, NGINX guarantees an SLA of 30 minutes for the initial contact in new support queries. We will offer service credits in the event that we fail to meet this expectation. Please contact us to learn more.
How is the open source product supported?
NGINX, Inc. supports binary builds of the open source NGINX product that are obtained from the nginx.org repositories. Purchase a Basic, Professional, or Enterprise support subscription for each NGINX OSS instance that requires support , and use a pre-built open source NGINX binary instead of an NGINX Plus binary. NGINX, Inc. does not support binaries that you build from source yourself or binary distributions obtained from other sources.
NGINX is happy to provide best-effort support for Professional and Enterprise customers to cover the optional third-party modules that we build and maintain. A list of these modules is available on our Technical Specifications page. Support coverage may be limited to one hour per query and referred to NGINX Professional Services if necessary.
Custom or third party modules that are not listed on our Technical Specifications page are not covered by support. We may ask for the module to be disabled before providing support.
What happens when my support expires?
After your support contract expires, you are out no longer licensed to use NGINX Plus or obtain support from NGINX, Inc. Access to NGINX Plus updates will be prohibited, and you must stop and delete your NGINX Plus instances. Please contact us to renew your NGINX Plus subscription.
How can I get design or consultancy help?
If you need help with architecture, design, or configuration, our Professional Services team can help you translate your requirements into an optimized NGINX configuration. Please contact us to learn more.
