Neo4j Product & Support Terms
Last modified: July 17, 2025
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Executive Summary
The Neo4j Product & Support Terms define the structure, eligibility, and response commitments associated with support services for Neo4j Enterprise Edition and AuraDB. The terms align with Neo4j’s continuous delivery model, which provides Monthly Releases of new features, bug fixes, and security updates, culminating every 18–24 months in a Long Term Service (LTS) Release. LTS Releases receive critical patches and security fixes for 42 months but do not include new feature enhancements, ensuring long-term stability for enterprise deployments.
Neo4j’s support framework offers flexibility across deployment models. Customers with either a valid Neo4j Enterprise Edition license or a signed, active Order Form for AuraDB (an “active AuraDB subscription”) are eligible for support, regardless of their installed software version. However, to benefit from the latest fixes and enhancements, Neo4j Enterprise Edition customers must apply the most recent Monthly or Hotfix Release. Fixes are not backported to older versions.
Support is delivered through four tiered packages—Essential, Regional, Global, and Signature—with defined Service Level Agreement (SLA) response times based on severity. Severity 1 issues (critical production outages) receive prioritized 24×7 attention for higher tiers, with response times as fast as 30 minutes under the Signature package. Severity levels are assigned at case creation based on technical and business impact and may be adjusted during the support process. Timely customer engagement and access provisioning are required to ensure prompt resolution.
Neo4j provides documented upgrade paths between versions and commits to preserving compatibility between Monthly and LTS Releases wherever feasible. Customers benefit from a transparent escalation process, with dedicated engineering engagement for complex or critical cases. Optional and included services such as chat support, solution audits, and cloud operations assistance are available depending on the selected support tier.
These terms are designed to ensure stability, continuity, and fast issue resolution for customers operating mission-critical applications on Neo4j, while providing clear upgrade and support expectations under a predictable service lifecycle.
Neo4j AuraDB applies updates continuously to ensure databases remain current with no expected downtime. More details are available in the Supported Versions List. For legacy terms prior to version 2025.01, refer here.
Product Support Overview
Access to Product Support, Customer Support, and documentation updates is provided to customers with an active AuraDB subscription or a valid Neo4j Enterprise Edition license (including LTS, Monthly, and Hotfix Releases) regardless of the installed version and as set forth below.
Software Release Types
1. Currently Monthly Release
- The most recent version of Neo4j.
- Incorporates all bug fixes and enhancements.
2. Monthly Release
- Delivers incremental feature enhancements, bug fixes and security updates for vulnerabilities rated critical to medium severity in the National Vulnerability Database
- Identified by incrementing the digit after the first decimal point (e.g., 2025.01 → 2025.02).
3. Hotfix Release
- Delivers incremental feature enhancements, bug fixes and security updates for vulnerabilities rated critical to medium severity in the National Vulnerability Database
- Identified by incrementing the digit after the first decimal point (e.g., 2025.01 → 2025.02).
4. Long Term Service (LTS) Release
- Designated approximately every 18-24 months.
- Enhanced with Hotfix Releases until the End of Support date.
5. Current LTS Release
- The most recent Hotfix after an LTS designation.
Example:
Support and Upgrade Policy
- After the LTS End of Support (EOS) date, no further patches will be provided. Customers must upgrade to a supported version to maintain Product Support eligibility.
- Customer Support is available regardless of whether a customer is on the Current Monthly Release.
- Code fixes will only be applied to the latest Current Monthly Release and are not retroactively applied to previous releases (not backported).
- Customer Support may offer workarounds but cannot guarantee them.
- Neo4j 5.x + supports upgrades between any versions within defined checkpoints.
Upgrade Compatibility
Neo4j will make good-faith efforts to:
- Maintain feature compatibility between Monthly and LTS Releases.
- Enable upgrades between Monthly Releases and LTS Releases without requiring an upgrade to an intermediary non-LTS release version.
Neo4j reserves the right to deprecate or remove features between LTS Releases, with deprecated features maintained until the next LTS if 12 months’ notice has been provided.
Definitions
Product Support
- Monthly / Hotfix Software updates
- Upgrade documentation and processes
- Updates addressing critical security issues or Severity 1 and 2 bugs
Monthly Release notes available on neo4j.com and GitHub
Customer Support
- Four packages (Essential, Regional, Global, and Signature)
- Deprecated packages (Standard, Enterprise (Aura), Premium, and Platinum) supported until expiration
- Access time based on severity level and package (see Support SLA Comparison table)
- Technical assistance via Neo4j Customer Portal
- Geo-distributed support engineers
| Support Package | Severity 1 | Severity 2 | Severity 3 & 4 |
|---|---|---|---|
| Essential | 9am – 6pm Local Business Hours | 9am – 6pm Local Business Hours | 9am – 6pm Local Business Hours |
| Regional | 24×7 | 9am – 6pm Local Business Hours | 9am – 6pm Local Business Hours |
| Global | 24×7 | 24×5 | 24×5 |
| Signature | 24×7 | 24×7 | 24×5 |
*Local Business Hours (LBH) refer to the customer-defined time zone selected during onboarding. LBH apply Monday through Friday, excluding holidays, and are used for all support requests associated with the same customer project.
Deprecated packages
| Support Package | Severity 1 | Severity 2 | Severity 3 & 4 |
|---|---|---|---|
| Standard | 10am – 6pm Local Business Hours | 10am – 6pm Local Business Hours | 10am – 6pm Local Business Hours |
| Enterprise (Aura) | 24×7 | 10am – 6pm Local Business Hours | 10am – 6pm Local Business Hours |
| Premium | 24×7 | 10am – 6pm Local Business Hours | 10am – 6pm Local Business Hours |
| Platinum | 24×7 | 24×7 | 24×7 |
Customer Support Severity Definitions
Severity level is assigned when a case is created and validated with the customer by a Neo4j Customer Support Engineer. The assignment is based on the technical and business impact of the issue. Once a case is received, Neo4j will use commercially reasonable efforts to review the severity assignment and gather any required details or logs within the applicable Service Level Target. These targets represent the timeframe by which Neo4j commits to being actively engaged, though they do not guarantee a resolution or workaround within that window. As the case progresses, Neo4j may revise the severity—for example, if a temporary workaround is identified or if the customer is not actively participating in troubleshooting. Timely customer engagement is critical to maintaining severity level and achieving swift resolution.
For customers with 24×7 support availability, a Neo4j engineer will remain engaged as long as progress is being made. For other support packages, Neo4j will engage during the customer’s business hours. Customers must provide a technical contact with appropriate access (e.g., to servers, instances, infrastructure, or logs). If such access is not provided or issues cannot be reproduced, Neo4j may not be able to determine the root cause or resolve the issue in a timely manner.
Severity 1: Complete service loss or critical failure in the production environment. The operation is mission critical to the business and the situation is an emergency.
- Examples: Data corruption, indefinite system hangs, crash loops
- Customer must provide a reachable technical contact
Severity 2: Severe service degradation; no workaround. Operations can continue but are hindered.
- Examples: Backup failure, cluster degradation, performance regression in production
Severity 3: Minor loss of functionality; workaround available.
- Examples: Non-critical error logs or warnings, documentation or usability gaps, misconfiguration without impact
Severity 4: No operational impact; may include usage questions, or documentation feedback.
- Cosmetic or UI glitches, How-To questions, documentation feedback
Support Subscription Level Package
See chart for detailed SLAs by package (Essential, Regional, Global, Signature).
Key differences:
- Response times vary from 30 minutes (Severity 1, Signature) to 12 business hours (Severity 4, Essential)
- Higher tiers include chat support and annual solution audit
Support SLA Comparison Table
| Essential | Regional | Global | Signature | |
|---|---|---|---|---|
| Severity 1 | 2 business hours | 1 hour | 1 hour | 30 minutes |
| Severity 2 | 4 business hours | 4 business hours | 2 hours (24×5) | 1 hour |
| Severity 3 | 10 business hours | 8 business hours | 8 hours (24×5) | 8 hours (24×5) |
| Severity 4 | 12 business hours | 12 business hours | 12 hours (24×5) | 12 hours (24×5) |
| Support Contacts | 5 | 10 | 20 | 30 |
| Chat Support Channel | No | No | No | Included |
| Escalation Management | No | Included | Included | Included |
| Annual Solution Audit | Add-on | Add-on | Add-on | Included |
| Cloud Operations | N/A | Add-on | Add-on | Add-on |
- Local business hours are 9:00am to 6:00pm, Mon through Fri, excluding major holidays
- Add-on: Contact Sales to discuss add-on service enablement.
- Included: No additional charge.
Support Escalation Process
First Line:
- Handled by the customer for direct user issues.
Second Line:
- Neo4j engineer investigates, troubleshoots, and requests logs. Technical contact must be available.
Third Line:
- Product Engineering is engaged for complex issues or code changes. Applies primarily to Severity 1 and 2 cases.
Escalation:
- Escalation to Product Engineering may be initiated when a case cannot be resolved via standard troubleshooting, or upon custom request based on business impact.
Changes Policy
Neo4j may update these terms, but will not materially reduce support availability or SLA commitments during an active subscription.
For legacy terms prior to version 2025.01, refer here.