Pentaho Support

For clients with complex big data, business analytics or embedded analytics initiatives, enterprise support delivers our highest level of service through a single point of contact.

Single Point of Contact and VIP Support

The enterprise support tier offers a single point of contact for ongoing guidance, best practices, and management of feature requests and support cases. A virtual replica of the customer's business analytics environment expedites problem resolution.


Compare the enterprise and premium support packages

* The number of Named Support Contacts for Enterprise Support is a minimum of 2 Primary and 1 Backup contact. This number may increase depending on the total number of Cores and/or Nodes you are licensed to use the Big Data Products (Pentaho) software on.

** 24x7 support coverage is only available for Severity Level 1 issues or errors. Initial response for Severity 1 issues: Critical < 1 hour.

*** Enterprise Support includes the assignment of a solution architect to (a) conduct sessions to demonstrate implementation best practices with your Named Support Contacts; (b) discuss topics such an integration techniques, solution design and architecture, implementation strategies, upgrade techniques, best practices and performance tuning of the software; (c) coordinate and conduct sessions as needed with Hitachi Vantara's subject matter experts; and (d) troubleshoot issues via VPN access to your systems or the creation of replicas of your solution, if this is technically possible. The accrual or rollover of the weekly allocated time is not permitted but the time assigned can be increased by a separate written agreement between the parties.

****A “Training Credit” is equivalent to a single full day public training course (online or in person) available from or any successor website address for an individual attendee. A private custom training course conducted by Hitachi Vantara (or its subcontractor) for you will consume six (6) Training Credits per day regardless of the number of attendees.

*****A “Remote Consulting Checkpoint” refers to a session delivered remotely by Hitachi Vantara to determine whether or not you have implemented the Big Data Products (Pentaho) software in its environment efficiently, whereby Hitachi Vantara will run a set of scripts against your environment. Following the running of such scripts, the results will be reviewed by Hitachi Vantara's architects and Hitachi Vantara will make suggestions to enable you to improve your implementation of the Big Data Products (Pentaho) software.


You’re in the Right Place!

Hitachi Data Systems, Pentaho and Hitachi Insight Group have merged into one company: Hitachi Vantara.

The result? More data-driven solutions and innovation from the partner you can trust.

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REAN Cloud is now a part of Hitachi Vantara.
The result? Robust data-driven solutions and innovation, with industry-leading expertise in cloud migration and modernization.

You’re in the Right Place!

Hitachi Consulting and Hitachi Vantara have integrated into a new company under the Hitachi Vantara brand. We help you connect what’s now to what’s next.

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Waterline Data is now Lumada Data Catalog, provided by Hitachi Vantara. Lumada Data Catalog, available stand-alone, is now part of the Lumada Data Services portfolio.