Besides the basic support that is included in Phusion Passenger Enterprise, we offer also full, premium support through our Service Level Agreement support offerings. Our experienced team of engineers can help you quickly troubleshoot, identify potential problems and bottlenecks and increase user satisfaction. A variety of support options are available, allowing you to strike the right balance between support level and budget concerns. Our standard offerings are as follows.

Sla_preview
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Silver SLA Gold SLA Platinum SLA
Hours of coverage Standard business hours*, or 24x7 for urgent and high severity
Urgent/high severity
response time
2 business days 1 business day 1 hour
Medium/low severity
response time
3 business days 3 business days 3 business days
Support channels Email, IM Email, IM, phone Email, IM, phone
Number of cases 12 per year Unlimited**
Integrated analysis ✔︎ ✔︎ ✔︎
Pro-active disruption prevention consultancy ✔︎ ✔︎
Performance optimization consultancy ✔︎ ✔︎
Prioritized development**,*** ✔︎ ✔︎
Full-stack consultancy Purchased separately Max 1 day per year Max 3 days per year
Request Silver SLA Request Gold SLA Request Platinum SLA

* From 8 a.m. - 5 p.m. Mon-Fri (Central European Time CET)

** Fair use policy applies

*** Clients with higher support level get higher priority