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.
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."
