Over the years, support has consistently been one of the things our customers value most about Aptible. From proactively responding to incidents, to providing deep technical expertise, to troubleshooting side by side with your engineers; the Aptible team can often feel like an extension of our customers teams.

For years, we’ve offered a higher level of support to Enterprise customers, including a dedicated Slack support channel, a Technical Account Manager (TAM), and elevated SLAs.

Now, we’re making two key parts of that experience available to all Aptible customers, at no additional cost:

• Slack support is now available to all Aptible customers

• Every customer is now paired with a dedicated Technical Account Manager (TAM)

  
  

How we upgraded our internal support operations

Over the past year, we’ve significantly improved our support operations behind the scenes. Most notably, we migrated all core support operations to Pylon, a platform we’ve long used to integrate Slack conversations into our ticketing system.

This wasn’t just a migration but a major upgrade to our support tooling and processes. Investing here has allowed us to do things like:

• Auto-assign tickets more intelligently, so our engineers can jump in faster, without manual triage.

• Improve internal tooling to empower our team to answer frequently asked questions faster with accurate, helpful answers based on our documentation and historical support requests.

• Tighten Slack integration, giving us greater tracking and visibility into ongoing conversations so your team can benefit from lower-friction Slack threads as well as reliable, timely responses.

The journey to Slack Support for all customers

These operational improvements gave us the foundation to confidently expand Slack support to every Aptible customer, without compromising on speed or quality.

Slack is where many engineering teams already work, so it’s only natural that it should be a place you can get support, too. In fact, we’ve offered Slack-based support to our Enterprise customers for years, and customers who use Slack support have consistently told us it's one of the things they love best about Aptible.

Whether you’re troubleshooting an issue, asking a question, or sharing feedback, you can now do it from Slack!

Ready to get started with Slack support? Request a channel here.

Connecting with a Technical Account Manager

Every Aptible customer now has a Technical Account Manager (TAM): a go-to partner for maximizing your platform use. Your TAM can help with things like:

• Cost optimization advice, including help with right-sizing resources and volume discounts

• Planning support for scaling, performance, and compliance needs

• Roadmap visibility and feedback intake, helping ensure your voice is heard in future product improvements

And yes, your TAM is available in Slack!

Want to connect with your TAM? Reach out via your shared Slack channel or email success@aptible.com

What’s staying the same

We know that most of our customers run mission-critical applications, and some need an SLA to match. That’s why we continue to offer elevated support plans that include:

• Faster SLAs and priority support

• 24/7 on-call incident response

• Recurring strategic check-ins, including cost optimization reviews

You can explore the full breakdown on our Support Plans page.

Looking ahead

We’re on a mission to simplify developers’ lives. To do that, we know we need to deliver a modern platform backed by real engineers and the technical resources our customers need to succeed.

No matter the channel you reach out through (Slack, email, calls), we’re committed to providing high-quality support wherever you are.

We’re actively exploring new ways to support your team, including expanding Microsoft Teams support channels, expanding our Knowledge Base, and building in-product experiences to help you stay unblocked. Have feedback or ideas? We’d love to hear from you!