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 two hours, detailed usage reporting and out of the box services to detect and track events on the platform.
Pro
For companies running sensitive production infrastructures.
Everything from Starter plus guaranteed response time of one hour, support via ticket or phone, during extended office hours.
Enterprise
For companies running critical workloads.
Everything from Pro plus guaranteed response time of 30 minutes (24/7) and your dedicated Customer Success Manager.
Support details at a glance
| Built-In | Starter | Pro | Enterprise | |
|---|---|---|---|---|
| Initial Response Time [1] | Best-effort | 2 h | 1 h | 30 min |
| Support Hours [2] | Office hours | Office hours | Extended office hours | 24/7 |
| Ticket |  |
|
|
|
| Phone [3] | Not available | Not available | |
|
| Audit Trail [4] | limited | |
|
|
| Monthly Usage Reports [5] | limited | |
|
|
| Pentesting & Right to Audit | Not included | Not included | Not included | 1/year included |
| Custom Compliance Form | Not included | Not included | Not included | 1/year included |
| Academy Certification Vouchers | Not included | 100.00 | 300.00 | 1,000.00 |
| Customer Success Manager | Not available | Not available | Not available | |
| Price/month (EUR/CHF/USD) | Included | 50.00 | 500.00 | 5% of usage (min. 1,500.00) |
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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: 30 days Mutations and Short Term Storage. For Starter, Pro & Enterprise: General Events and Long Term Storage, retention at customer discretion (customer owns the bucket). More information here.
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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