All tiers provide access to qualified engineers around the clock. The differences are in response time commitments, the channel through which you reach us, whether you have a named account contact, and the depth of proactive engagement — such as regular infrastructure reviews and optimization calls. Customers on Standard Support get reliable, responsive assistance. Customers on Enterprise Support get a dedicated engineer who knows their environment and a 15-minute critical response commitment.

A critical issue is defined as any event that results in full or partial loss of access to your cloud environment, a confirmed or suspected security incident, data unavailability, or application failure that prevents your team from working. All other issues — configuration changes, user provisioning, performance questions, and general technical requests — are handled under standard response times.

Yes. Support tier upgrades take effect within one business day of the request. Downgrades are processed at the next billing cycle. We recommend discussing your support requirements during onboarding so your tier is correctly matched to your environment size, operational risk profile, and internal IT capacity from the start.

Our support scope covers the infrastructure layer — the cloud instance, networking, access controls, security stack, backup systems, and environment configuration. For application-specific issues within the software you run inside your environment, we provide first-line diagnosis and, where the issue is infrastructure-related, full resolution. For issues that are specific to the software vendor's product, we coordinate with your vendor on your behalf where our support agreement permits.

Yes. Our SLA agreement is available for review before you sign — it is also linked in the footer of every page. The document covers uptime commitments, response time definitions, exclusions, escalation procedures, and credit policies for SLA breaches. If your organization requires a customized SLA for compliance or contractual purposes, our enterprise team can discuss that during the sales process.