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Regardless of support plan, Aptible is committed to best-in-class uptime for all customers. Aptible will use commercially reasonable efforts to make your Aptible Containerized Services running in Dedicated Environments available with a Monthly Uptime Percentage of at least 99.95% during any monthly billing cycle. A Monthly Uptime Percentage of 99.95% means that we guarantee you will experience no more than 21.56 min/month of Unavailability. Unavailability, for app services and databases, is when your service or database is not running or not reachable due to Aptible's fault. ou can find details on our commitment to uptime and company level SLAshere. The Support plans and their associated target response times are for roadblocks that customers run into while Aptible Services are up and running as expected.
In-scope Support
In-Scope support requests are included in all support plans. Examples include:
Answering questions about Aptible services and features
Advice regarding best practices for app deployment and architecture
Troubleshooting Aptible services and products
Limited support of third-party applications, services and frameworks
VPC, TGW, VPN initial setup, configuration verification and update
Maintenance Operations
Maintenance operations are operations that require more downtime than a traditional “restart” operation and are not self-service. Example maintenance operations:
Major database version upgrades
VPN tunnel replacements
Environment migrations (shared-tenancy to dedicated-tenancy)
