Services

Engine Yard provides a range of support offerings to meet diverse customer needs. Most customers will want the confidence and convenience afforded by one of our ongoing plans, Standard or Premium. These are tiered based upon your volume of Engine Yard platform use and can be purchased on a month-to-month basis. For customers who opt not to sign up for an ongoing plan, Per-Incident Support enables you to contact us when an issue arises and have our Support experts resolve the problem on a per-incident basis.

Standard Support

Customers that purchase Standard Support 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 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

Premium Support includes 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

Premium Support requires environments with at least three compute instances (a pair of load-balanced application servers and a separate database instance) so that “on behalf” administration and proactive response can be carried out with minimum risk.

Per-Incident Support

Customers who have not purchased Standard or Premium Support and who have used less than 10,000 compute hours during the prior billing month may contact Engine Yard when an incident occurs and have the incident resolved by Engine Yard Support personnel on a per-incident basis. The Per-Incident rate is based on the volume of the customer’s Engine Yard platform usage in the billing month prior to the incident. A Per-Incident charge may be credited toward the first month of Standard or Premium support if purchased within 30 days of the incident.

Compare Standard and Premium Support Offerings

Services Standard Premium
Self Help Resources yes yes
Ticketing System Access yes yes
Phone Support yes yes
Unlimited Requests yes yes
Product Updates yes yes
Product Usage Assistance yes yes
System Configuration yes yes
Application Configuration yes yes
Deployment Assistance yes yes
Problem Diagnosis yes yes
Database Administrator (DBA) Assistance yes yes
System Analysis yes yes
12x5 Support Access (6am-6pm Pacific time Mon-Fri) yes yes
"On Behalf" System Administration yes
Proactive Response to System Alerts yes
24x7 Production Emergency Support yes

Monthly Pricing for Standard and Premium Support

Pricing for Standard and Premium support is based on the number of instance compute hours used per month. For example, if a customer has two instances that run non-stop for a given month, the usage is 2 instances X 24 hours/day X 30 days/month = 1,440 compute hours). There is an additional charge for “high application density” environments, which are environments with five or more applications. Standard and Premium Support are charged at the end of each month based on that month’s usage and included on the monthly invoice.

Compute Hours (Total Hours Per Customer Per Month) Standard (1-4 apps) Premium (1-4 apps)
0-1,000 $95/mo. N/A
1,001-2,500 $275/mo. $475/mo.
2,501-5,000 $375/mo. $625/mo.
5,001-10,000 $575/mo. $975/mo.
10,001-20,000 $975/mo. $1,675/mo.
20,001-50,000 $2,150/mo. $3,575/mo.
50,001+ +$425/mo. for each 10k hours +$725/mo. for each 10k hours

Pricing for customers running a large number of applications is listed in the table below. The pricing tier is determined based on the maximum number of simultaneously running applications in the previous month.

Number of Applications Standard Premium
1-4 Included Included
5-10 Tier Price + $175/mo. Tier Price + $100/mo.
11-25 Tier Price + $325/mo. Tier Price + $200/mo.

Per-Incident Support Pricing

Customers who have used less than 10,000 compute hours during the prior month are eligible for Per-Incident Support.

Compute Hours (Total Hours Per Customer Per Month in Month Prior to Incident) Rate Per Incident
0-2,500 $180/incident
2,501-5,000 $240/incident
5,001-10,000 $370/incident
10,001+ Not Available

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.