Premium support

Besides the basic support that is included in Phusion Passenger Enterprise, we offer also premium support contracts. 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 offerings are as follows.

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Silver Gold Diamond Platinum
Hours of coverage Standard business hours* 24x7 for high and urgent severity
High/urgent severity
response time
2 business days 1 business day 2 hours 1 hour
Low/medium severity
response time
3 business days
Support channels Email, IM Email, IM, phone 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**,*** ✔︎ ✔︎ ✔︎
Quarterly report ✔︎ ✔︎
Full-stack consultancy 4 hours/year 8 hours/year 24 hours/year
Request Silver contract Request Gold contract Request Diamond contract Request Platinum contract

* All low/medium severity issues are covered during standard business hours from 8 a.m. - 5 p.m. Mon-Fri (Central European Time CET). High/urgent severity issues are covered 24x7 for the Diamond and Platinum levels only.

** Fair use policy applies

*** Clients with higher support level get higher priority