Support Plans

Features
Included with every Aptible account
Business
From $499/month
Premium
From $4,999/month
Enterprise
Technical Support Aptible Support Team Aptible Support Team Dedicated Technical Support Engineer
Case Severities
Architecture Support Add-on Add-on Real-time support for planned architectural, scaling, and migration events
Account Assistance Aptible Customer Success Aptible Customer Success Dedicated Technical Account Manager
Support Portal Access Standard Admin - Designate team members who can manage all tickets across your organization Admin - Designate team members who can manage all tickets across your organization
Channels
Email, Portal
Email, Portal, Slack
Email, Portal, Slack, Phone
Pricing Included with every Aptible account Greater of $499 or 10% of monthly Aptible invoice Greater of $4,999 or 10% of monthly Aptible invoice
Number of Seats Unlimited Unlimited Unlimited
Number of Cases Unlimited Unlimited Unlimited

Target Response Times

We will use all reasonable efforts to provide responses within these time frames.

Target Response Time
< 24 business hours
Target Response Time
< 12 business hours
Target Response Time
< 6 hours
Target Response Time
< 1 hour
Target Response Time
< 15 minutes
Severity
You have a general development question, or you want to request a feature.
Severity
Non-critical functions of your application are behaving abnormally, or you have a time-sensitive development question.
Severity
Important functions of your application are impaired or degraded.
Severity
Your business is significantly impacted. Important functions of your application are unavailable.
Severity
Your business is at risk. Critical functions of your application are unavailable.
Support Hours
9am-6pm Eastern, M-F
Support Hours
9am-6pm Eastern, M-F
Support Hours
24/7
Support Hours
24/7
Support Hours
24/7