With the Basic plan (1-3 servers), we are available during business hours to assist planning, deploying and managing your running apps.
With the Standard plan (more than 3 servers), we are available during business hours to assist planning, deploying and managing your running apps.
The Premium plan extends support around the clock and includes additional proactive services including customized alerting and communications plans setup.
Through our Managed plan, we are actively involved in managing your running application on your behalf.
|Number of servers||1-3||> 3||Any||Any|
|Developer Center (documentation and forums) access|
|Unlimited support requests|
|Live support via phone|
|Assistance with deployment, upgrades, app and system configuration|
|Proactive application monitoring (Virtual Network Operations Center - VNOC)|
|99.9% platform SLA|
|Advanced database support|
|Major database version upgrades|
|Custom crisis communication plan|
|Custom crisis response plan|
|Discounted professional services|
|Custom DevOps services (includes application troubleshooting, maintenance and upgrades)|
|Maintenance and upgrades||Self service||Self service||Reactive||Proactive|
|Supported infrastructures||AWS||AWS||AWS||AWS, Terremark|
|Supported languages||Official stack||Official stack||Official stack||Official stack + custom options|
|Supported data stores||Official stack||Official stack||Official stack||Official stack + custom options|
|Pricing||Included in standard platform and support price||Included in standard platform and support price||Included in premium platform and support price||Contact firstname.lastname@example.org for pricing|
|Learn more about Basic support||Learn more about Standard support||Learn more about Premium support||Learn more about Managed support|
|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.