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.
| Description | Basic | Standard | Premium |
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| Number of servers | 1-3 | > 3 | Any |
| Support availability | 12x5 | 12x5 | 24x7 |
| Developer Center (documentation and forums) access |
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| Unlimited support requests |
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| Live support via phone |
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| Assistance with deployment, upgrades, app and system configuration |
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| Proactive application monitoring (Virtual Network Operations Center - VNOC) |
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| 99.9% platform SLA |
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| Onboarding services |
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| Advanced database support |
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| Major database version upgrades |
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| Custom crisis communication plan |
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| Maintenance and upgrades | Self service | Self service | Reactive |
| Supported infrastructures | AWS | AWS | AWS |
| Supported languages | Official stack | Official stack | Official stack |
| Supported data stores | Official stack | Official stack | Official stack |
| Pricing | Included in standard platform and support price | Included in standard platform and support price | Included in premium platform and support price |
| Learn more about Basic support | Learn more about Standard support | Learn more about Premium 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.
