Support plans
Aptible guarantees 99.95% monthly uptime for all Dedicated Environments, no more than 21.56 minutes of unavailability* per month, across all support plans.
*Unavailability, for app services and databases, is when our customer's service or database is not running or not reachable due to Aptible's fault. Details on our commitment to uptime and company level SLAs can be found here. The following Support plans and their associated target response times are for roadblocks that customers may run into while Aptible Services are up and running as expected.
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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.
**Slack Support is available to paying customers with a Dedicated Stack and/or to customers enrolled in the Aptible Startup Program. Aptible reserves the right to suspend or discontinue Slack channels at its discretion, including in cases of misuse or violation of our support guidelines.
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)