Scope and methods of technical support

Scope of support

Fully supported services

• We fully support the EMR console, including usage inquiries, consultations, stability issues, and product defects. This support excludes the components running on the platform. The features of the EMR console include:

  • Purchasing a cluster

  • Creating a cluster

  • Cluster scaling

  • Adding a component to a cluster

  • Cluster auto scaling

  • Monitoring and alerting

  • Data development

• We provide full support for proprietary components developed for E-MapReduce, including usage inquiries, stability issues, and product defects. These components are:

  • SmartData

  • Bigboot

  • ESS

  • DLF-Auth

Services with assisted support

• We assist in troubleshooting issues with open source components on E-MapReduce. Fixes for defects or feature requests for these components are scheduled based on our product roadmap. These open source components include:

  • Hadoop, including HDFS, YARN, and MapReduce.

  • Data integration components, such as Flume and Sqoop.

  • Data storage components, such as HDFS, HBase, Kudu, Iceberg, Delta Lake, Hudi, and Kafka.

  • Compute engine components, such as Spark, Hive, Tez, Druid, Flink, and Phoenix.

  • OLAP components, such as Presto, StarRocks, Doris, ClickHouse, and Impala.

  • Other components, such as Zookeeper, Knox, Ganglia, OpenLDAP, Hue, Zeppelin, Livy, Superset, Ranger, Alluxio, and Oozie.

• We assist in troubleshooting issues related to other Alibaba Cloud products that E-MapReduce depends on. Defects and feature requests are forwarded to the respective product teams for resolution. These products include:

  • Compute products such as ECS and ACK. Examples include insufficient inventory or kernel defects.

  • Storage products such as EBS (cloud disks and local disks) or OSS. Examples include storage read/write errors or data inconsistencies.

  • Network products such as VPC and security group. Examples include a misconfigured security group or network fluctuations.

  • Observability products such as CloudMonitor and SLS. Examples include alert notification failures or log read timeouts.

Services not supported

• While E-MapReduce provides convenient O&M features such as component management, node management, and cluster monitoring, we do not perform O&M tasks for your specific clusters or components. This includes capacity planning, performance optimization, or specific operations like restarting a component or modifying configurations.

• We do not troubleshoot issues you cause by blocking or disabling EMR console operations. Examples include errors in custom scripts, jobs that exhaust disk space, deletion of system directories, or inefficient resource usage.

• We do not provide support for the development of your business applications built on E-MapReduce components. This includes questions about business logic implementation, code development, job performance tuning, or business migration.

• We do not troubleshoot individual jobs unless there is a clear product defect or a noticeable issue with a cluster component.

• We do not support tasks that fall outside the standard capabilities of the product. Examples include cluster or component upgrades, scaling in core nodes, or reducing disk capacity.

• We do not troubleshoot issues with third-party components that you install.

• We do not troubleshoot cluster instability or unavailability caused by operations that are not recommended. For details on these operations, see Limits.

How to get support

For business or technical questions, open a ticket on the Alibaba Cloud website.

1. Log on to the Support and Services platform.

2. In the search bar, enter E-MapReduce.

3. Fill in the required information and click Submit.

SLA

For details about the Service Level Agreement (SLA), see Support Plan Comparison.