Support

Reference for Webscale’s support packages, service tiers and response commitments.

Webscale support is sold in three tiers, independently of the hosting and infrastructure product tiers.

  • Tier 1 — Essentials Support. Standard single-ticket coverage.
  • Tier 2 — Proactive Support. Expanded response and engineering.
  • Tier 3 — Strategic Support. White-glove; high-availability (HA) available.

Priority levels

Incident commitments are defined by priority:

  • P0 — Urgent. Site down.
  • P1 — High. Degraded performance.
  • P2 — Normal. Non-emergency.
  • P3 — Low. Information or minor issue.

See Support Packages & Service Matrix for the full tier-by-tier matrix, the DevOps add-on, and the definitions.

Support Packages & Service Matrix

The full tier-by-tier Webscale support matrix — channels, incident response, onboarding, monitoring, developer enablement, reviews, and the DevOps add-on.

Have questions not answered here? Contact Support to get more help.

Last modified on August 18, 2026