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Escalation-tier support and the engineers to run the platform.
Duczer East supports and operates Cloudera environments — CDP Private Cloud and Public Cloud, and the platform services around them: Ranger, Atlas, NiFi, Kafka, Iceberg, Spark, Hive, Impala, Ozone, and Cloudera AI. We provide Cloudera platform administrators and engineers for the roles you need filled, and L3 escalation support and managed platform operations for the estate you run. We work alongside your Cloudera account team, not around it.
Two ways to engage: Cloudera roles and capacity for the team, or L3 support and managed services for the platform.
Cloudera support tiers, explained
Cloudera sells its own support in tiers that differ mainly in coverage hours and response objectives. For on-premises deployments the published tiers are Standard, Business, and Business Select. Cloudera's on-premises and Public Cloud pricing both include Business-level support. Cloudera also offers Premier Support, which adds a dedicated team of engineers, escalation management, and prioritized case resolution.
You may still see Bronze, Silver, or Gold on older contracts and reseller listings. Those are earlier level names that do not appear in Cloudera's current published tiers, so ask your Cloudera account team which current tier your contract maps to. Exact response-time objectives for each tier are set out in your Cloudera subscription terms.
| Tier | Deployment | Coverage | What it includes |
|---|---|---|---|
| Standard | On premises | 8x5, business hours | Community, documentation, knowledge base, updates and patches, diagnostic bundles. |
| Business | On premises | 24x7 | Everything in Standard, plus 24x7 initial response and local-language support during business hours. Included in Cloudera on-premises pricing. |
| Business Select | On premises | 24x7 | Everything in Business, with enhanced response objectives. |
| Business | Public cloud | 24x7 | Included in Cloudera Public Cloud pricing. |
Source: Cloudera support offerings, last updated March 2025. Confirm current terms with your Cloudera account team.
What an L3 partner adds to a Cloudera subscription
Every Cloudera tier covers the product. None of them operates your environment. An L3 partner fills that gap with named engineers, platform tuning, upgrade planning, patching between releases, and depth on on-premises and hybrid estates. The table sets out what each layer covers, so you can test a proposal against what your platform needs.
| What to test | Cloudera subscription support | L3 partner |
|---|---|---|
| Who answers | Cloudera’s product support engineers. | Named senior engineers who know your estate and how it was built. |
| Product defects and patches | Covered. Cloudera stands behind the software. | Applies and tests patches in your environments, and escalates product defects to Cloudera with the diagnostics already done. |
| Your environment | Not the job. Operation of your cluster is yours. | The job: failed jobs, security integration (Kerberos, Ranger, TLS), performance, and capacity. |
| Platform tuning | Guidance on product behavior. | Hands-on tuning of services, queues, and storage against your workloads. |
| Upgrades | Upgrade documentation and product support during the upgrade. | Plans and executes the upgrade, with rollback planning and staged cutover. |
| Versions | Governed by Cloudera’s support lifecycle for each release. | CDP releases up to 7.3.2, on premises, in the cloud, and hybrid. |
| Engineers on your team | Not included. | Administrators and engineers in defined roles, backfill, and right-sourcing. |
| How you buy it | A Cloudera subscription, from Cloudera or a reseller. | An L3 support or managed operations agreement. Duczer East also resells Cloudera subscriptions. |
We also support Cloudera Octopai Data Lineage, so lineage across the estate is covered by the same team that runs the platform.
The Cloudera engineers you've been trying to hire.
Cloudera platform skills — Ranger, Kerberos, NiFi, Kafka, cluster operations at scale — are among the scarcest in data engineering. We fill the roles.
Cloudera platform administrators and engineers
Named, senior Cloudera engineers in defined roles on your team — platform administration, data engineering, platform security — on engagements shaped to the role, not to a project SOW.
Right-sourcing
Right-sourcing is flexible ramping of Cloudera-experienced engineers around the actual shape of your need: surge for the upgrade or migration, taper to steady-state, scale back up for the next phase — without the hire-and-release cycle, and without paying a large integrator’s bench.
When your Cloudera admin leaves
The cluster doesn’t pause because a resume moved on. We backfill Cloudera platform roles with engineers who are productive in the first week, and we can carry the role while you rehire — or keep carrying it if you’d rather not.
Upgrade and migration capacity
CDP upgrades and legacy-platform migrations are real projects that stall for lack of hands, not lack of intent. We provide the engineering capacity to plan and execute them — with rollback planning and staged cutover rather than big-bang risk.
The escalation tier your platform is missing.
Does this replace Cloudera support?
No. Cloudera's subscription support covers the product — defects, patches, and platform issues that belong with the vendor. What it doesn't cover is the operation of your environment: the failed job at 2 a.m. that isn't a product bug, the Kerberos integration nobody on the team fully owns, the upgrade that keeps getting deferred. That is the L3 layer, and it's where we work — alongside your Cloudera account team, with most of our clients holding an active Cloudera subscription throughout.
L3 break/fix and escalation
When the cluster is down, the upgrade failed, or jobs are dying and L1/L2 has run out of runway, the incident lands with engineers who have debugged distributed systems for a living — root-cause analysis across the stack: platform services, security integration (Kerberos, Ranger, TLS), data services, and the OS and network layers underneath. Coverage is structured to your estate and its criticality, from business-hours to 24×7; pricing follows the coverage model you choose.
Managed platform operations
Ongoing L3 operation of the Cloudera estate under a defined operating agreement: patching and version currency, capacity and performance management, security and governance operations across Ranger and Atlas, environment health, and upgrade execution. Your team keeps the roadmap and the L1/L2 they already run; we keep the platform sound underneath it.
Advisory and expert-on-call
Retained Cloudera consulting from senior platform engineers, for the questions between incidents: architecture and topology reviews, upgrade planning, security posture, capacity decisions, and a second opinion before a change goes in — not after it goes wrong.
Ready for the AI coming onto your platform
Cloudera estates are becoming AI platforms, and agentic workloads raise the operational bar: governance, lineage, model access to governed data, in-perimeter inference. Our L3 team is the same practice that designs and delivers AI on Cloudera — so the platform isn't just kept up, it's kept ready. See Private AI on Cloudera.
The L3 model, plainly.
L3 managed services means Duczer East operates as your escalation tier: your team or your existing provider handles day-to-day L1/L2 — monitoring, first response, routine tickets — Cloudera handles product defects under your subscription, and we handle everything in between: the hard diagnostics, root cause, platform changes, tuning, hardening, and upgrades that require deep Cloudera and distributed-systems expertise. If you need more than L3 — up to full platform operation — the model flexes; L3 is where it starts.
A Premier Partner practice, built around the hard problems.
We are a Cloudera Premier Partner, and our Cloudera consulting practice is built for the environments where the platform matters most: financial services, healthcare, and other regulated industries, where governance, auditability, and data residency are conditions of operating — not features. Our specialty is the hardest work on the platform: private and agentic AI on governed data, delivered in-perimeter. The engineers who take your L3 escalations are the same practice that builds Private AI on Cloudera — which means your platform is supported by people who know exactly what it will be asked to do next.
Start a conversation
Cloudera support, answered plainly.
What is Cloudera Bronze support?
Bronze is an older Cloudera support level name that may still appear on renewals and reseller listings. It is not one of Cloudera’s current published tiers, which for on-premises deployments are Standard (8x5), Business (24x7), and Business Select (24x7 with enhanced response objectives). If your contract still says Bronze, ask your Cloudera account team which current tier it maps to.
What is the difference between Cloudera support tiers?
Coverage hours and response objectives. For on-premises deployments, Standard covers business hours, Business adds 24x7 initial response, and Business Select adds enhanced response objectives on top of Business. Cloudera’s on-premises and Public Cloud pricing both include Business-level support. All tiers cover the product itself, not the operation of your environment.
What does L3 support add to a Cloudera subscription?
A Cloudera subscription covers the product: defects, patches, and vendor escalation. An L3 partner covers your environment: the escalations your L1/L2 team cannot close, platform tuning, upgrade planning and execution, patching, and named engineers who know your estate. The two work together, and most of our clients hold both.
Can a partner support Cloudera on-premises?
Yes. Duczer East supports CDP Private Cloud on premises and in hybrid deployments, on releases up to 7.3.2, including the security integration (Kerberos, Ranger, TLS) and the OS and network layers underneath.
Do you provide L3 support for Cloudera environments?
Yes. L3 escalation support is the core of the offering: your team or existing provider keeps L1/L2, Cloudera covers product defects under your subscription, and Duczer East handles the escalation tier — deep diagnostics, root cause, platform changes, tuning, and upgrades.
Can you provide Cloudera administrators or platform engineers?
Yes. We place senior Cloudera platform administrators and engineers in defined roles — including backfill for a departed admin and flexible right-sourcing around projects — on engagements shaped to the role.
Can you take over when our Cloudera administrator leaves?
Yes. Backfill is a core offering: a Cloudera-experienced engineer steps into the role, keeps the platform running, and either bridges to your new hire or carries the role ongoing.
Does this replace our Cloudera subscription or Cloudera support?
No. We work alongside Cloudera’s support and your Cloudera account team, not in place of them. Most of our clients hold an active Cloudera subscription; our L3 services cover the operation of your environment, which vendor product support does not.
Which Cloudera components do you cover?
CDP Private Cloud and Public Cloud on releases up to 7.3.2, and the platform services around them: Ranger, Atlas, NiFi, Kafka, Iceberg, Spark, Hive, Impala, Ozone, Cloudera AI, and Cloudera Octopai Data Lineage, across on-premises, cloud, and hybrid deployments.
Do you support Cloudera AI and agentic AI workloads?
Yes. AI on Cloudera — including agentic AI on governed, in-perimeter data — is the specialty of our Cloudera practice. We support the platform services AI workloads depend on and design and deliver the workloads themselves.
Do you offer 24×7 Cloudera support?
Yes, for production-critical estates. Coverage is structured to each client’s needs, from business-hours through 24×7, and pricing follows the coverage model chosen.
Do you resell Cloudera subscriptions?
Yes. We resell Cloudera subscriptions and advise on sizing and renewals. Many clients keep subscriptions they hold directly with Cloudera, and we work alongside their account team either way.