Support Packages & Service Matrix

Mon, 01 Jan 0001 00:00:00 +0000

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.

Incident commitments are defined by priority: P0 Urgent (site down), P1 High (degraded performance), P2 Normal (non-emergency), and P3 Low (information or minor issue).

Support channels

Feature	Tier 1 · Essentials	Tier 2 · Proactive	Tier 3 · Strategic
Ticket Portal — Standard support ticketing system	Yes	Yes	Yes
Dedicated Slack Channel — Private real-time support channel	No	No	Yes
Phone Support — Direct line for critical escalations	No	No	Yes
Dedicated Support SME — Named SME with dedicated hrs/month; guardrails apply, not 24/7	No	No	Yes

Incident response

Feature	Tier 1 · Essentials	Tier 2 · Proactive	Tier 3 · Strategic
Monthly Incident Volume — Included P0 tickets/month (customer-opened only; alert tickets excluded)	10 P0 tickets / month	25 P0 tickets / month	Unlimited P0 tickets / month
Incident First Response — Committed initial response time by priority	P0 30 min · P1 4 hrs · P2 8 hrs · P3 16 hrs	P0 30 min · P1 2 hrs · P2 4 hrs · P3 8 hrs	P0 15 min · P1 30 min · P2 2 hrs · P3 4 hrs
Response Update Interval — Update cadence during active incidents	P0 2 hrs · P1 4 hrs · P2 8 hrs · P3 16 hrs	P0 60 min · P1 2 hrs · P2 4 hrs · P3 8 hrs	P0 15 min · P1 30 min · P2 2 hrs · P3 4 hrs

Onboarding support

Feature	Tier 1 · Essentials	Tier 2 · Proactive	Tier 3 · Strategic
Onboarding Hours Included — Initial environment setup only; additional environments billed separately (first 90 days)	2 hrs included	8 hrs included	16–32 hrs (Tier 3 / HA)
Dedicated Onboarding Engineer — Named engineer assigned to your launch	No	No	Yes

Platform monitoring

Feature	Tier 1 · Essentials	Tier 2 · Proactive	Tier 3 · Strategic
Active Monitoring Coverage — Areas covered 24/7 by the Webscale SDS team	Uptime · Basic Alerts · Error Rate	Uptime · Alerts · Error Rate · Performance · CDN Health	Uptime · Alerts · Error Rate · Performance · CDN Health · Cache Hit Rate · Database · Container Health · Security Events · Traffic Anomalies · Availability Zones · Custom Dashboards · Proactive Alerting · Synthetic Monitoring · Business KPI Tracking
App Monitoring Setup Assistance — Help configuring your monitoring stack	No	No	Yes
Event Preparation & Monitoring — Peak season / launch event coverage (see note 8)	No	No	Yes

Developer Enablement (DE) access

Feature	Tier 1 · Essentials	Tier 2 · Proactive	Tier 3 · Strategic
Monthly DE Hours — Code review, troubleshooting and platform-level engineering	None	4 hrs / month	10–20 hrs / month (Tier 3 / HA)

Reviews & audits

Feature	Tier 1 · Essentials	Tier 2 · Proactive	Tier 3 · Strategic
Product Update Reviews — Scheduled review of platform and product updates	Yes	Yes	Yes
Environment Audit — Moved to add-on services (see the DevOps add-on below)	See add-on	See add-on	See add-on
Monthly Business Review (MBR) — Performance summary, incident review and roadmap	Not included	Not included	Yes
Control Panel Configuration Review — Expert review and optimization of the control panel	Not included	Not included	Yes

Platform add-ons — included on all plans

Feature	Tier 1 · Essentials	Tier 2 · Proactive	Tier 3 · Strategic
Virus / Malware Scanning — Automated security scanning on all environments	Yes	Yes	Yes
Backups — Every 24 Hours — Daily automated environment backups	Yes	Yes	Yes

DevOps support add-on

Add-on service	Tier 1 · Essentials	Tier 2 · Proactive	Tier 3 · Strategic
Event Preparation & Monitoring — 10-hour buckets for Tier 1 and Tier 2 (see note 8)	10 hr bucket	10 hr bucket	Included
Short-Term Scaling Upgrades — Temporary capacity for peaks or launches	10 hr bucket	10 hr bucket	10 hr bucket
Application Load Testing Assistance — Performance validation before go-live (see note 9)	10 hr bucket	10 hr bucket	10 hr bucket
Environment Audit (new) — Infrastructure / coding / best practices; per-request, billed as professional services	On request	On request	On request

Notes & definitions

Support tiers are sold independently of hosting and infrastructure product tiers.
Tier 3 HA includes a fully redundant high-availability infrastructure configuration in the backend.
Monthly incident volume limits apply to P0 (customer-opened) tickets only; system alert tickets are excluded.
Onboarding hours cover the initial environment setup within the first 90 days. Additional environments are billed separately as a one-time implementation cost.
Dedicated Support SME (Tier 3) includes a defined number of dedicated hours per month; guardrails and schedules apply — not an on-demand 24/7 resource.
DE (Developer Enablement) hours are pooled monthly and do not roll over.
Environment Audits are no longer tiered — available as a per-request add-on billed as professional services.
Event Preparation & Monitoring is included at Tier 3; a 10-hour bucket add-on for Tier 1 and Tier 2.
Application Load Testing and the DevOps package are available as add-ons.

Support on Webscale Product Documentation