Support plan tiers
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No two customers are alike, and neither are their support needs. Our three plans are designed to grow with you, from your first experiments in the cloud to running large-scale, business-critical workloads. Take a closer look at each plan below to find the one that fits where you are today and where you’re headed next.
| Plan | Description |
|---|---|
| Essential Support | Free of charge and available to all STACKIT customers by default. Ideal for development and test environments that host non-critical cloud workloads. Please refer to section A.5 and A.6 of the service description document for more information. |
| Advanced Support | Designed for customers with cloud workloads that run in production and host business-critical services. Booked on a per-project basis. Can be canceled monthly to provide maximum flexibility. Please refer to the Advanced Support product page for more information. |
| Ultimate Support | High-end support plan for enterprise customers who require immediate assistance for their most critical cloud workloads. Includes specialized consulting and training to ensure customers get the most out of STACKIT cloud services. Please refer to the Ultimate Support product page for more information. |
Service times
Section titled “Service times”When something needs attention, timing is everything. That’s why every STACKIT support plan comes with clearly defined service times, so you always know when we’re there for you and how quickly you can expect us to act. Whether you’re running a small test environment or a business-critical workload, there’s a plan built to match the pace your business moves at.
You can find a quick overview of the defined service times for each support plan here:
| Essential Support* | Advanced Support | Ultimate Support | ||
|---|---|---|---|---|
| Service hours | for service requests | 10/5 | 10/5 | 10/5 |
| for incidents | 10/5 | 10/5 | 24/7 | |
| for incidents (business critical) | 10/5 | 24/7 | 24/7 | |
| Reaction time | for all support cases | 15 minutes | 15 minutes | 15 minutes |
| Response time | for service requests | N/A | 8 hours | 4 hours |
| for incidents | N/A | 4 hours | 2 hours | |
| for incidents (business critical) | 4 hours | 1 hour | 30 minutes |
To make sure these commitments mean the same thing to everyone, we keep our terminology precise and transparent. We define our service hours, reaction and response times as follows:
- Service hours: The hours during which STACKIT provides support under a respective plan.
- 10/5: Monday — Friday, 8:00 — 18:00 CE(S)T, excluding public holidays in Baden-Württemberg.
- 24/7: Available 24 hours a day, 7 days a week.
- Reaction time: Time from the receipt of a request until processing begins.
- Response time: Time from the receipt of a request until the first qualified response, which can be a solution, a problem analysis, or a next step for action.
- N/A: No response time is targeted in this case.
* For Essential Support, these times are targeted on a best-effort basis, but are not binding. Exceeding them does not entitle the customer to any penalties or financial compensation.