Aptible logoUse CasesCustomers
Menu
Get a demo
Aptible Deploy

Support Plans

Standard

$0/mo

Premium

$499/mo

Enterprise

$1499/mo


Support

Standard Support

Supported Ticket Severities
Low, Normal
Available Hours for Support
9am-6pm ET, M-F
Available Channels
Email, Zendesk
Maintenance Operation Hours
9am-9pm ET, M-F

Premium Support

Supported Ticket Severities
Low, Normal, High
Available Hours for Support
9am-6pm ET, M-F
Available Channels
Email, Zendesk
Maintenance Operation Hours
9am-9pm ET, M-F

Enterprise Support

Supported Ticket Severities
Low, Normal, High, Urgent
Available Hours for Support
24/7 (for Urgent tickets)
Available Channels
Email, Zendesk, Slack1
Maintenance Operation Hours
9am-9pm ET, M-F

Beyond Support3

Standard Beyond Support

Hours
N/A
Pricing: Scheduled
N/A
Pricing: Urgent
N/A

Premium Beyond Support

Hours
9am-6pm ET, M-F
Pricing: Scheduled
$299/hour
Pricing: Urgent
N/A

Enterprise Beyond Support

Hours
24/7
Pricing: Scheduled
$299/hour
Pricing: Urgent
$599/hour
1
Support via Slack is only offered at the Low and Normal severity levels, 9am-6pm M-F. For High and Urgent severity issues, a ticket must be opened through Zendesk. After the initial ticket is opened, Aptible may communicate to resolve the issue through Slack if that is mutually agreeable.
Target Response Times by Ticket Severity
Low2 business days
Normal1 business day
High6 hours
Urgent1 hour

Ready to get started with Premium Support?

Contact us to get started
In-scope Support

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 Operations2

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 Support3

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