Support

At EMQ, we’re customer-oriented. The job doesn’t just end after you download our software. That’s why we’re committed to helping our customers create a competitive IoT system – no matter their industry. Our team is composed of more than just MQTT gurus. We’re solution architects. We’re big data and DevOps engineers. We help our customers design, implement, and troubleshoot no matter the stage of the project. Whether you’ve downloaded our open source solution, or you require comprehensive 24/7 commercial system support – we have your back.

Choose the right support that works for you

Community Support

Submit questions and get answered on Github, Slack, Forum

Commercial Support

To get professional results, ask for our professional services.

What Does Commercial Support Cover?

Use of EMQ X Broker and Enterprise

Commercial support covers both EMQ X Broker (open source) and Enterprise (commercial). We provide different subscription service for the two editions.

Assistance with Installation and Deployment

We can help when it comes to defining the prerequisite of your deployment environment. Whether it’s step-by-step installation guidance or issues during the installation and deployment process, we’ve got your back.

Software Updates

As EMQ releases new software, we let you know in our documentation and release notes. Running into problems as you’re upgrading? The EMQ team has you covered.

Debugging and Problem Fixing

Running into bugs? Tell us! Our team will work with you to solve the problem, provide a fix, and then incorporate that fix into our next update so no clients face that issue again. Customers engaged with us on a commercial basis will have their problems fixed first.

Performance Optimization and Tuning

We can help you analyze key performance metrics and make recommendations on system configuration and architecture. We’ll help you improve your system based on your requirements.

Critical Security Notifications

With EMQ X, security issues are rare and unlikely. But, if they happen, we’ll let you know about the implications you face and find a solution as directly and quickly as possible.

Commercial Service Level

Features Basic Professional
Support hours 5*8 7*24
Email support Yes Yes
Online chat tool support Yes Yes
Telephone hotline support No Yes
Response time 8 hours 2 hours
Hot bug fixes No Yes
3rd-party plug-in support No Yes

More Support Resources

Pricing

Support pricing is based on the number of EMQ X server clusters, as well as the number of connections. Pricing is available from your regional sales team. Please request a quote for more details.