We offer commercial support SLAs. Our team of expert engineers can work directly with your engineering team to tailor our support to your application, environment and specific needs.
|Price per year per server*||5000 EUR||8000 EUR||15000 EUR|
|Response time||48 hours (all severity levels)||24 hours (all severity levels)||2 hours (all severity levels)|
|Response hours||From 8 a.m. - 5 p.m. Mon-Fri (Central European Time CET)||From 8 a.m. - 5 p.m. Mon-Fri (Central European Time CET)||Any time|
|Method of support||Email, phone|
|Setup consultancy||Max 1 day per year||Max 2 days per year||Max 4 days per year|
|Request Silver SLA||Request Gold SLA||Request Platinum SLA|
A server is defined as either a virtual machine, or (if you're not using virtualization) a physical machine.
The scope is limited to Phusion's software, as defined under the software license agreement of Phusion's software that has been procured by the customer, or as mentioned below under Phusion's Software suitable for support. Phusion is not held to SLAs for any issues related to or caused by, but not limited to, hardware, third party software, telephony and/or network infrastructure or equipment, operating systems, back-up applications, antivirus software or any such components.