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Support Plans

Aptible is committed to best-in-class uptime for all customers regardless of support plan. Aptible will make reasonable efforts to ensure your services running in Dedicated Environments are available with a Monthly Uptime Percentage of at least 99.95%. This means that we guarantee our customers will experience no more than 21.56 min/month of Unavailability.

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.

Standard

$0/mo

Recommended for production workloads

Premium

$499/mo

+3% of Monthly Invoice

Recommended for production workloads, with same day Support for tickets submitted before 3PM during the work week.

Enterprise

$1499/mo

+3% of Monthly Invoice

Recommended for critcal production workloads that require 24/7 support


Target Response Times1

Standard Target Response Times

Low Priority
2 Business Days
Normal Priority
1 Business Day
High Priority
1 Business Day
Urgent Priority
1 Business Day

Premium Target Response Times

Low Priority
2 Business Days
Normal Priority
1 Business Day
High Priority
3 Business Hours
Urgent Priority
3 Business Hours

Enterprise Target Response Times

Low Priority
2 Business Days
Normal Priority
1 Business Day
High Priority
3 Business Hours
Urgent Priority
1 Calendar Hour

Support Options

Standard Support Options

24/7 Support (for Urgent)
N/A
Email and Zendesk Support
✔ Included
Slack Support (for Low/Normal)
N/A
Production Readiness Reviews
N/A
Architectural Reviews
N/A
Technical Account Manager
N/A
Quarterly Reviews
N/A

Premium Support Options

24/7 Support (for Urgent)
N/A
Email and Zendesk Support
✔ Included
Slack Support (for Low/Normal)
N/A
Production Readiness Reviews
✔ Included
Architectural Reviews
N/A
Technical Account Manager
✔ Included
Quarterly Reviews
N/A

Enterprise Support Options

24/7 Support (for Urgent)
✔ Included
Email and Zendesk Support
✔ Included
Slack Support (for Low/Normal)
✔ Included
Production Readiness Reviews
✔ Included
Architectural Reviews
✔ Included
Technical Account Manager
✔ Included
Quarterly Reviews
✔ Included
1
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.

Ready to get started with Premium Support?

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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)