In-Scope support requests are included in all support plans.
Included in-scope support requests
- 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 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)
Beyond Support requests are included in Premium and Enterprise support plans only.
Included Beyond Support requests
- Developing your application code
- Debugging custom software
- Performing manual system administration tasks
- Architectural review
- Live debugging of VPN connectivity issues with customers or partners
- Database upgrades outside of maintenance operation hours