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.
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 |
| 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 |
| 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.
Last modified on August 18, 2026