Engine Yard AppCloud Support Plans
Key Features
Engine Yard AppCloud Support offers access to the leading Rails support organization with years of experience supporting Rails applications of all sizes. Engine Yard AppCloud customers can purchase optional support packages to access Engine Yard support services. There are two paid support offerings: Standard Support and Premium Support.
| Premium Support1 | Standard Support |
|---|---|
| 24x7 support for critical issues2 | 12x5 support |
| Proactive monitoring for production environments3 | Customer-initiated support requests |
| Ticket and phone-based access | Ticket and phone-based access |
| Access to online FAQs, Knowledge Base and Community Forums | Access to online FAQs, Knowledge Base and Community Forums |
| Stack upgrades and updates | Stack upgrades and updates |
| Access for up to 2 named users | Access for up to 2 named users |
Pricing
| Tier | Premium Pricing | Standard Pricing |
|---|---|---|
| Compute Hours | ||
| 0-2,500 Compute Hours | $475/mo. | $275/mo. |
| 2,501-5,000 Compute Hours | $625/mo. | $375/mo. |
| 5,001-10,000 Compute Hours | $975/mo. | $575/mo. |
| 10,001-20,000 Compute Hours | $1,675/mo. | $975/mo. |
| 20,001-50,000 Compute Hours | $3,575/mo. | $2,150/mo. |
| 50,001+ Compute Hours | $725/mo. per addl. 10k hours | $425/mo. per addl. 10k hours |
| Application Density4 | ||
| 1-4 Applications | Included | Included |
| 5-10 Applications | $175/mo. | $100/mo. |
| 11-25 Applications | $325/mo. | $200/mo. |
Premium Support
Premium support provides unlimited access to the Engine Yard support team during business hours, proactive monitoring of alerts generated by your applications, and 24x7 support response for critical issues causing application unavailability or site down-time.
Scope of Premium Support
Premium support covers the installation, configuration and troubleshooting of supported components:
- Installation support provides assistance in the installation of supported packages from the Engine Yard AppCloud interface or through a custom deployment recipe.
- Configuration support provides assistance in the configuration of supported components using the interface.
- Troubleshooting support provides resolutions or workarounds for deployment and management issues with supported components.
- Premium support also covers assistance with the operation and trouble-shooting of Engine Yard AppCloud features (such as environment cloning, auto-deploy from source, etc.).
- Minimum Support Periods: Premium Support can be purchased for a minimum of 3 months from date of purchase.
Standard Support
Standard support customers get unlimited access to the Engine Yard support team during business hours including assistance with installation, configuration and troubleshooting of supported components.
Scope of Standard Support
Standard support covers the installation, configuration and troubleshooting of supported components:
- Installation support provides assistance in the installation of supported packages from the Engine Yard AppCloud interface or through a custom deployment recipe.
- Configuration support provides assistance in the configuration of supported components using the interface.
- Troubleshooting support provides resolutions or workarounds for deployment and management issues with supported components.
- Standard support also covers assistance with the operation and trouble-shooting of Engine Yard AppCloud features (such as environment cloning, auto-deploy from source, etc.).
- Minimum Support Periods: Standard Support can be purchased for a minimum of 3 months from date of purchase.
Support Services for Cloud are provided according to the Engine Yard Support Policies.
1 Premium Support is selected on an account basis, and all instance hours in the account are used to calculate the support volume tier. Proactive monitoring may be activated and de-activated on a per environment basis (for example, customers should deactivate proactive monitoring on their testing and staging environments).
2 24x7 Support is available for issues causing application unavailability or site down-time.
3 Premium Support requires dual load-balanced application servers and a separate database instance to be configured within any environment selected for proactive monitoring. Environments that are configured with fewer resources will not send monitoring alerts to Engine Yard Support. If an environment originally activated for proactive monitoring is reconfigured by the user to have fewer resources than required, then proactive monitoring alerts will no longer be sent to Engine Yard Support. Accounts that have selected Premium Support, but do not have sufficient resources configured, will be automatically downgraded to Standard Support after the minimum commitment period for Premium Support passes.
4 For the purposes of calculating Application Density, the maximum number of deployed applications in any Environment for each monthly period is used.
Consultative Services
For customer needs that exceed the scope of Standard and Premium Support, Engine Yard offers professional services engagements. Database schema optimization, slow query analysis, architecture analysis and design, and non-core nginx module trouble-shooting are just a few of the services available to customers under a professional services engagement.