I have noticed a drastic improvement in the last five to seven months. Last year, the turnaround time for certain cases was around 14 days unless you escalated. Issues used to take two, three, or even four times to follow up on. Even though the solutions provided were often resource upgradation solutions, which I felt were not always the best. 

However, in the last month, I have seen Cloudera coming through with two to three days turnaround times, even for low-severity issues. I'm unsure if it is region-specific, but I assume it should be, as they have region-specific teams. Sometimes, however, you cannot always depend on them. The type of solutions provided are sometimes like hidden trials. When you work for bigger enterprises, you cannot always go with them because there is a cost associated.

For example, in one of my recent cases, we implemented the engine policy, a security setup on our cluster. We were stuck at some point and asked for technical support. They provided a solution that was just a patchwork. When we did our analysis and went to the bank security team to review it, we found out that their solution was inadequate. They told us to set up role-based access control through Ranger, where AD users should be synced with the Ranger, and access control policies should be set up. However, they provided only for the local range level if you have Linux users. That is not a solution because, at the enterprise level, everything is integrated with AD and authenticated by AD.

I would rate Cloudera's support on a scale of five to six. But from the turnaround time, there has been an improvement from last year. We used to wait two to three days for critical solutions, but now it is much better. I used to work for the US region in my previous project, and the turnaround time was not as expected. It all depends on the licensing, and if you have a premium license from Cloudera, they assign a professional services guide to your project, and you get better support. If you do not have a premium license, you have to go through the process of rating the cases and wait for their support team to come. Overall, it is not at par with them if you compare it with solutions like Azure DCP and others.

I won't be able to comment on the technical support team of Apache Kafka since some other team members in my company were involved with them. In general, my company is satisfied with the technical support team of Apache Kafka. I rate Apache Kafka's technical support an eight out of ten.

The support from Apache Kafka could improve. Their engineers at times do not know what the solutions can do.

We can't access support because we are in Iran, and many countries prohibit business with Iran. 

Support can vary depending on whether you're using the open source version or a paid one. Our version, the paid console version, offers highly available support, and you can find a wealth of information and assistance from various providers online. However, when I used MSA on AWS, I encountered limited support for it.

I have experience with Apache Kafka's technical support.

I have not used technical support.

It is quite good, but they don't speak Italian. In Italy, we have to provide support in the Italian language. It is a problem for customers to have support in English. This is the reason why we provide direct support to customers.

Since it's an open-source solution, there is no technical support, and users often rely on the community edition.

Apache usually has a community deployment. If you use Apache or any other software, you will usually receive community support. Otherwise, some companies are taking it and beginning to process it. For example, in Kafka, there is a version of Confluent that they use and support. Or, as we call it, the Oracle Big Data platform.

It will be included with Hadoop, Spark, and other similar technologies. That is coming as, one of the back software packages that are part of that offering, and it is supported by Oracle. Depending on the type of open source, there are various types of support available. Other than the community, we will not receive assistance. Otherwise, it's free enterprise, and we can take it from Confluent or other vendors who offer similar products.

We do not have any experience with customer service and support.

I have not contacted the support from Apache Kafka.

I have not used the support from Apache Kafka.

I did not contact the technical support as it was not required.

Apache Kafka is open-source. They don't offer technical support.

It is open source, so support is in our own hands. The only option is to make a new feature request through JIRA. When multiple people in the community make a request for similar feature, it gets priority.

I think the community is very good and will respond if you raise a ticket. We also use external third-party libraries that were built in GitHub. It would be good to have some direct support from Apache.

Support is good. It's typical for an open source application. You can have all the information in a public portal. If you want specific consulting, there is a company that promotes this consulting worldwide called Conduent. Their consulting is quick and they have a lot of know-how.

For Kafka, we don't actually require support from the company. We usually have people experienced in-house and sometimes we just ask in the community. 

I have not escalated any questions to technical support because Apache Kafka is an open-source system. However, Confluent and other companies sell support and enterprise solutions to make it more convenient and streamline the work. They offer tools, such as a monitoring tool with a visual interface, which provides a lot of information and buttons to press for correction or change without touching the code. Each of those buttons hypothetically could have helped the situation, but it is unclear what they do exactly, it is best to call the data center and ask. If you buy their service, you have access to all the enterprise comforts.

There is not any support, Apache Kafka is open-source.

I am not directly interacting with the service people at this moment. It is limited for now because we are still exploring and effecting our architecture and design, and deciding how to align it with our existing strategy. There is not much progress in this regard and it will take more time.

The support from Apache Kafka is good.

The project we were working on was open-source, we were using Confluent as support and they were great.

I have not seen any problems with technical support. There is licensed support available, which is not the case with all open-source solutions. Open-source products often have issues when it comes to getting support.

Apache doesn't provide support. There are sites we can go to for information, but there's no support team for Apache. There are companies like Confluent and HPE that provide support for the solution.

• Kafka is open source from LinkedIn and support comes from the community of users.
• You can go with Confluent, the company that was founded by the original engineers from LinkedIn.
• You can go with a cloud hosting service, like AWS EMR or Azure HDInsight.

I rate Apache support six out of 10. It was hard to find the information I needed. 

We haven't really contacted technical support, but some of our clients have subscribed to support from the vendors. We generally look for open-source solutions. From there, we try to figure out if there are any issues. There's a good online community where you can ask questions.

In terms of technical support, we don't get that directly from Apache Kafka. We have certain cloud data distribution so we get assistance from our cloud data support.

We use the open source one, so we did not opt for any technical support.

We haven’t needed technical support with the product yet.

I have never needed to use technical support. I know it's available but we haven't needed it because there's a lot of information on the internet that has helped us to solve our issues. 

We used the open-source version and did not buy support from Confluent.

We don't get in touch with technical support. We rely on open-source software. We haven't used the help of technical support. We did not seek assistance. As a result, I have no opinion on the subject.

I have never needed to contact technical support. My colleagues get support from here, in Morrocco. 

We need more documentation regarding maintenance issues.

There are specialized consulting companies in this space and there are online resources to read. That may help companies get past hurdles.

We have the source code to make changes if necessary.

Support is on a subscription-based model but we haven't had any contact with technical support. 

We have not been in contact with technical support. For our first implementation with it, Kafka was already set up and running. When we did our PoC, I was not part of the team who was facing issues and it was they who were in contact with support.

There is no official technical support as the product is 100% open source.

We were not completely satisfied with the technical support. We subscribed to the Confluent professional platform to receive guidance and support on development and deployment. Whilst the development side is quite well covered by their consultants, the deployment and administration is not at the same level.

We used the open-source version.

We used the open-source version.

We didn't need to contact technical support. We just allotted the software, installed it and started working with it. We carried out a lot of testing pre-development. Development was done with a company that previously used Kafka so we were able to exchange technical information. 

I have not been in contact with technical support.

I haven't needed to contact their customer support. It's quite simple. I didn't need to contact them to manage my application. 

I would give technical support a rating of 6 out of 10.

We haven’t used technical support.

Officially, I did not create any Kafka support tasks on the configuration support that is offered. I have created some questions on the stack overflow, however. Technical support is very good and I've found their response is very quick, giving you an answer within a day.

The open source community is very strong. Also, distributors like Cloudera and Hortonworks provide paid support.

It’s an Apache-community based support, so it is not really prioritized if you have a business issue. This is why most enterprise customers pay for cloud services.

The solution is open source, so there isn't technical support per se. The open-source community that surrounds the technology, however, is very good.

That said, our company provides technical support to our clients if they need it. It's 24/7 support and we try to reply within 20 minutes of receiving a request.

I have not contacted technical support through Kafka, I communicate directly with Confluence. Confluence is the company that developed the open-source platform and they provide support.

The communication is very good and they are very capable of assisting you with all technical inquiries.

There are direct contacts that make it easy.

Since it's an open source product, no technical support is available. However, the open source community is very active.

The technical support is quite good, and we have no problem with it.