Our Plans

Engine Yard offers three support plans to meet your needs:

With the Standard support plan, we are available during business hours to assist planning, deploying and managing your running apps.

The Premium support plan extends support around the clock and includes additional proactive services including customized alerting and communications plans setup.

Through our Managed support plan, we are actively involved in managing your running application on your behalf.

Summary of Support Plans

Description Standard Premium Managed
Support availability 12x5 24x7 24x7
Developer Center (documentation and forums) access yes yes yes
Unlimited support requests yes yes yes
Live support via phone yes yes yes
Assistance with deployment, upgrades, app and system configuration yes yes yes
Proactive application monitoring (Virtual Network Operations Center - VNOC) yes yes
99.9% platform SLA yes yes
Onboarding services yes yes
Advanced database support yes yes
Major database version upgrades yes yes
Custom crisis communication plan yes yes
Custom crisis response plan yes
Discounted professional services yes
Custom DevOps services (includes application troubleshooting, maintenance and upgrades) yes
Maintenance and upgrades Self service Reactive Proactive
Supported infrastructures AWS, Windows Azure AWS, Windows Azure AWS, Terremark
Supported languages Official stack Official stack Official stack + custom options
Supported data stores Official stack Official stack Official stack + custom options
Pricing Included $150/month + 15% usage $1000/month + 30% usage
Learn more about Standard support Learn more about Premium support Learn more about Managed support

Response times

Customers across all support levels can expect the following response times with priority given to Managed and Premium customers.

Urgency of ticket Description Target response Availability
Urgent Production application is completely down or unusable 30 Minutes 24x7
High Production application is up, but is negatively impacted 4 Hours 12x5
Normal General support requests 1 business day 12x5
Low Questions, requests and suggestions 3 business days 12x5

For further details, read our support policy.