Cloud Support Plans

Engine Yard Cloud Support offers access to the leading Rails support organization with years of experience supporting Rails applications of all sizes.

Engine Yard Cloud customers can purchase optional support packages to access Engine Yard support services. There are two paid support offerings: Standard Support and Premium Support.

Key Features

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.

Key Support Features

• 12x5 support (6am to 6pm U.S. Pacific Time, Mon - Fri) for non-critical issues
• 24x7 support for critical issues²
• Proactive monitoring of production alerts
• Phone and online ticketing access
• Access to online FAQs, Knowledge Base and Community Forums
• Stack upgrades and updates
• Access for up to 2 named users

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 Cloud 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 Cloud 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.

Key Support Features

• 12x5 support (6am to 6pm U.S. Pacific Time, Mon - Fri)
• Customer-initiated support requests
• Phone and online ticketing access
• Access to online FAQs, Knowledge Base and Community Forums
• Stack upgrades and updates
• Access for up to 2 named users

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 Cloud 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 Cloud 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.

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.

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.