Support
Keep your crawling and search infrastructure running. Get answers from the people who build the Norconex Crawler, and expert help across the major search platforms.
Plans are priced on how fast you need us. Building something new instead? That's Professional Services.
Support Packages & Pricing
Support plans are priced on one thing: how fast you need us. Every plan includes our ticketing system and direct access to the team that builds the crawler. Sign up for one year and get one month free.
Ask the Experts
$499 per month
16 business-hour response
Get your questions answered by the people who build the software.
- 3 incidents per month
- Ticketing system
- Support for Norconex Crawler
- Support for your search platform — Solr, Elasticsearch, OpenSearch and others
We Back You Up
$999 per month
8 business-hour response
For teams running Norconex in production who need a dependable answer.
- 6 incidents per month
- Ticketing system
- Support for Norconex Crawler
- Support for your search platform — Solr, Elasticsearch, OpenSearch and others
We're On It
$1,750 per month
1–4 business-hour response
For teams who need fast answers and no cap on how often they ask.
- Unlimited incidents*
- Ticketing system and dedicated support line
- Support for all Norconex products
- Support for your search platform — Solr, Elasticsearch, OpenSearch and others
- Priority bug fixes and releases
* Unlimited incidents is subject to fair use.
Need more than a plan covers?
Every plan can be extended, and we take on work that sits outside them entirely. Tell us what you need and we will scope it properly rather than guess at a tier.
- Shorter response times, up to 24/7 coverage
- Hands-on work on your configuration and infrastructure
- Fully hosted and managed Norconex environments
- Feature development, enhancements, and upgrades
- Monitoring, reporting, and recommendations
- Support across additional systems and environments
Search Platforms We Support
Whichever engine your content lands in, we have run it in production — including platforms that are no longer taking new customers, where finding help is hardest.
Why Teams Choose Norconex
You are talking to the people who build the Norconex Crawler, not a support desk reading from a script. Years of collective experience across every major search platform.
Response times from 16 business hours down to 1–4, depending on the plan. Every plan includes our ticketing system so nothing gets lost in a mailbox.
Our team is based in Canada's National Capital Region, just outside Ottawa. No outsourcing — the people who answer your ticket are the people who fix the problem.
On longer engagements we can bring our own in-house tooling to bear — content and search analytics — at no additional cost.
