License & Support Entitlements

How do I know what licenses I own and what to expect from Neo4j support? 

Neo4j Licenses

As a customer with an annual contractual agreement with Neo4j you are entitled to the licenses according to the terms and conditions outlined in the contract.  This is different for every customer.  Review your signed Order Form for your licensed products and terms.  

AuraDB licenses (Annual Aura Usage Credits) 

AuraDB is a fully managed service.  The license entitlement is as the number of pre-paid Annual Aura Usage Credits and defined in the license agreement. 

 

Aura Usage Credits are consumed when you create a database on the Aura Console.  The number of credits used is calculated as the hours of RAM capacity (GB/hour) allocated to databases.  

 

• For every hour (or portion of an hour) that an instance is in a LIVE state.  For example,  you may consume 0.25 credits relative to the amount of GB RAM allocated to that instance.

• For every hour (or portion of an hour) that an instance is in a PAUSE state.  For example, you may consume 0.05 credits relative to the amount of GB RAM allocated to that instance. 

 

Throughout your subscription, an Aura Usage Credits consumption report is provided to you monthly in arrears.  The Aura Usage Credits consumption report will be sent to your designated Aura Usage Credits consumption report recipient(s).

 

The Aura Credit Consumption report is emailed monthly to the recipient user and includes the following information as is detailed in the example below:

 

Monthly Aura Consumption Report email - SAMPLE

• Aura Credit Consumption (Last Month):   5,972.7

• Monthly Credit Target (target avg per month):   5,840

• Credit Balance:  19,290.2

• Annual Contract Credits:  70,080

• Cloud Provider: AWS / GCP / Azure 

• Region:  e.g. US East 2

Link to Aura Report with history tracking

Questions to:  cs@neo4j.com

 

The user/recipient of the email may access the on-line dashboard with current and historical Aura aggregated usage data.  The user would click the link in the email, and through an authentication of the user and the issuance of a one-time password, the user can access the Neo4j Aura Consumption Report dashboard.  See example below.  

 

 

Note:  A detailed view of consumption by database is available in the Aura Console under the Project - Billing section.  This is currently only available for AuraDB VDC customers. It does not reflect consumption against the Annual Contract Credits.

 

The Aura Usage Credits consumption report allows you to track your usage on a monthly basis.  It includes an overview of consumption patterns/trends to your plan for potential growth.

 

The reporting is aimed at ensuring that you are well informed of your consumption, and can stay within your planned Annual Credit limit. Contact Neo4j Customer Success if you expect that your Aura Usage Credits consumption changes from your initial planned usage.   

 

Note:  Any consumption in excess of your Annual Aura Usage Credits will be invoiced as consumption overage on a monthly basis at the current list price. 

 

Contact your Customer Success representative if you have any questions about Aura Credits Consumption.

Self-Managed licenses 

As a Self-Managed customer, your license agreement outlines the server configuration you are entitled to.  The license is based on the number of machines, number of CPUs and RAM capacity, as well as for the type of environment (production and non-prod).

 

The primary license contact has received an email with a link to the Neo4j software download page.  This email is the deliverable of the license agreement and allows you to install the Neo4j Self-Managed environment.  

 

The Self-Managed Neo4j environment can be installed in a number of different ways, including a local server implementation, the Cloud Provider’s Market places, as a Docker container, or as Kubernetes.  See the product installation guide for more information.  

Neo4j Customer Support

Customers with a Neo4j annual subscription are entitled to Neo4j product support. Customers are under no obligation to upgrade to contact Neo4j Support. (Customer) Support Services are defined by the Support Services Level described in the Order Form and are not dependent on the installed Software product version. 

 

At least one customer contact is set up to access the Neo4j support portal.  The portal is used for submitting support requests for both Aura, Self-Managed, and hybrid customers. The portal is also used to manage who has access to the support portal.

 

A definition of Neo4j Product & Support services is published in the Neo4j Product & Support Terms.  The Neo4j Reference Guide highlights Customer Support services provided by Neo4j to customers with active subscriptions. The Reference Guide does not supersede or modify the Product & Support Terms in any way and is intended to help clarify how best to engage Neo4j Support.

Accessing the Customer Support Portal the first time

A customer contact that is invited to the Support Portal will receive an email with the subject “Welcome to Neo4j Support”.  The email will contain instructions of how to access the support portal. The same instructions are listed below:

 

To access the portal for the first time, follow the steps:

1. Navigate to support.neo4j.com

2. Click Log In

3. Click Sign Up

4. Populate email address with <customer email address>

5. Follow the remaining flow to establish a password

If you encounter an error stating "The user already exists", this indicates that the email address is already associated to an existing Auth0 account. Click on 'Log in' to authenticate with the existing password.

Contact your Onboarding Manager if you have any questions regarding access to the Neo4j support portal.  

Support Requests / Tickets

Neo4j Customer Support is available through the Neo4j Support Portal.  If the portal is inaccessible, you can also reach support by emailing support@neo4j.com. 

 

Additional instructions on how to use the Support Portal are available in this Knowledge Base article:

https://support.neo4j.com/s/article/27285607481491-Salesforce-Resources-for-Customers