Free support included
Open and track tickets within portal. Free support is included for all customers.
Support Plans
Your success is our goal.
Hands-on, direct contact with the engineers powering our cloud platform. We know running operations is hard. We care about you no matter what size your company is.
Access to our engineers
Your problems will be handled by our in-house experts, who have helped hundreds of customers to run and scale production workloads.
Choose your plan
Choose the most suitable option for your requirements. Support plans differ in the included features.
Available Support Plans
Built-In
Included for all customers.
Perfect for testers, developers and non-critical applications.
Starter
For startups and SMEs running production infrastructures.
Everything from Built-In plus guaranteed response time of four hours, additional authentication options,
and detailed usage reporting.
Pro
For companies running sensitive production infrastructures.
One hour response time, support via ticket or phone, and out of the box services to detect and track events on the platform.
Enterprise
For companies running critical workloads.
Response time of 30 minutes (24/7), support via ticket or phone, and your dedicated Customer Success Manager.
Support details at a glance
| Built-In | Starter | Pro | Enterprise | |
|---|---|---|---|---|
| Initial Response Time [1] | Best-effort | 4 h | 1 h | 30 min |
| Support Hours [2] | Office Hours | Office hours | Extended office hours | 24/7 |
| Ticket |  |
|
|
|
| Phone [3] | - | - | |
|
| 2FA | |
|
|
|
| SSO | - | |
|
|
| Audit Trail [4] | limited | limited | |
|
| Pentesting & Right to Audit | |
|
|
|
| Monthly Usage Reports [5] | limited | |
|
|
| Custom Compliance Form | - | - | - | |
| Customer Success Manager | - | - | - | |
| Price/month (EUR/CHF/USD) | Included | 100.00 | 500.00 | 5% usage IAAS (min. 2,500.00 EUR/CHF/USD) |
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[1]
Find details about response times and priority definition on our support documentation.
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[2]
Office hours: Mon-Fri, 8 am to 6 pm CET/CEST. Extended office hours: Mon-Fri, 7 am to 8 pm CET/CEST.
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[3]
During extended office hours. For Enterprise, outside extended office hours, possibility to trigger an alert via an IVR.
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[4]
Limited: 1 month of mutation events. For Pro & Enterprise: all API traffic, retention at customer discretion (customer owns the bucket)
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[5]
Built-In: aggregated by resource type. For Starter, Pro and Enterprise: reporting per resource.
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[6]
Subscribe to available support plans via the Portal.
Contact Us
Want to know more about our support plans? Drop us a message! Our support team will reach out to you shortly.
Trusted by engineers across Europe.
When running mission critical production workloads in the cloud, a partner you can rely on makes all the difference. Our customer success engineers have helped hundreds of customers from all over Europe migrate, run and scale production workloads on Exoscale.
Contact us