Services
Support Plans
Standard Support
All Engine Yard customers get unlimited access to the Engine Yard support team during business hours, including assistance with the following:
- 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 Engine Yard Cloud interface.
- Troubleshooting support provides resolutions or workarounds for deployment and management issues with supported components.
- Standard Support also covers assistance with the operation and troubleshooting of Engine Yard Cloud features (such as environment cloning, auto-deploy-from-source, etc.).
Premium Support
Customers that upgrade to Premium Support receive all the benefits of Standard Support plus
- “On behalf” system administration (Engine Yard personnel carry out administration tasks on your behalf)
- Proactive response to system alerts generated by your applications
- 24x7 emergency support for critical issues causing application unavailability or site down-time
Compare: Standard and Premium
| Services | Standard | Premium |
|---|---|---|
| Knowledge Base and Community Forums | yes | yes |
| Unlimited Support Requests | yes | yes |
| Live Support via Phone | yes | yes |
| Assistance with upgrades | yes | yes |
| System Configuration Assistance | yes | yes |
| Application Configuration Assistance | yes | yes |
| Deployment Assistance | yes | yes |
| Problem Diagnosis | yes | yes |
| 12x5 Support Response (6am-6pm Pacific time Mon-Fri) | yes | yes |
| Database Administrator (DBA) Assistance | yes | yes |
| System and Application Analysis | yes | |
| "On Behalf" System Administration | yes | |
| 24x7 Support Response | yes | |
| Bi-annual System Healthcheck (capacity, configuration, etc) | yes | |
| Proactive Monitoring and Response to Alerts | yes | |
| Proactive tickets for important updates & actions | yes | |
| 24x7 Production Emergency Support | yes | |
| Tailored Escalation Plan | yes | |
| Priority Response for Support Requests | yes | |
| 99.9% Service-Level Agreement (SLA) | yes |
Monthly Pricing for Premium Support
Premium Support is billed at a flat rate of $150 plus a progressive percentage of your monthly usage for Engine Yard Cloud and Orchestra PHP Cloud customers. The first $5,000 of usage is billed at a 15% rate. The next $15,000 is billed at a 13.5% marginal rate, and so on.
Engine Yard Managed customers should contact Engine Yard for further details.
| Monthly Platform Usage Bracket | Marginal Rate for Premium Support |
|---|---|
| $0 - $5,000 | 15.0% |
| $5,000 - $20,000 | 13.5% |
| $20,000 - $35,000 | 12.0% |
| $35,000 - $50,000 | 10.5% |
| $50,000+ | 09.0% |
Support Response Times
Customers should anticipate the following response times:| Ticket Severity | Description | Target Response |
|---|---|---|
| Urgent | Production application is completely down or unusable | 30 Minutes |
| High | Production application is up, but is negatively impacted | 4 Hours |
| Normal | General support requests | 1 Business Day |
| Low | Questions, requests and suggestions | 3 Business Days |
Please see the Engine Yard Support datasheet for more information.
Download the Support Datasheet
Engine Yard Cloud Documentation
Orchestra PHP Cloud Documentation
What people are saying about Engine Yard Support...
Chris McNeilly, CTO, Motista"I was on vacation at the beach when there was an issue with our app. All I had to do was put my book down for a brief moment, file a ticket with Engine Yard Support and get back to enjoying myself. With their quick response time, the issue was handled expertly within the hour, and my app was up and running again."
Sherrod Faulks, CTO, Soft Illuminations"We tell all of our clients to run their apps on Engine Yard Cloud because we know it’s a rock solid platform that delivers the scalability, reliability, and support that are critical to meeting the demands of high-traffic websites. We rely on Engine Yard for their expertise and experience in scaling 1000s of Rails apps. That gives us peace of mind, so we can focus on building websites and helping our clients grow their businesses."
Charles Ju, CEO, PlayMesh"Engine Yard service is amazing. The support team has deep knowledge of Rails and how to scale high-growth applications, and they're always available. Whenever you need help, it's not just one person that comes in - it's the whole team. This kind of support is unique and has made us a very loyal customer."
Corinne Chan, CTO, Chictopia"We chose Engine Yard because they combine reliable cloud computing technology and world-class expertise when it comes to deploying and scaling Rails applications. We trust the Engine Yard team to help us tune our application and troubleshoot issues, so we deliver an optimal experience for Chictopia's growing community of 100,000 registered users."
