Support Packages & Service Matrix
A reference for Webscale's support tiers and service commitments
Purpose:
This page lists the channel access, incident response objectives, onboarding allowances, monitoring coverage, developer enablement hours and add-on services for Webscale's support tiers. Support is sold independently of the Cloud Hosting and Application Delivery Software tiers described on the other Plans reference pages, and pairs with any hosting plan to make up a full Webscale subscription.
Support tiers
Webscale support is sold in tiers, independent 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 support, with high availability (HA) available.
- Incident objectives are defined by priority: P0: a production environment is down. P1: a production environment is degraded, including slow page loads. P2: a non-emergency issue, or any issue in staging or development. P3: information requests and minor issues.
- Support portal case priorities map as follows: Critical - Business Impacting is P0. Non-Critical is P1 or P2 by impact. Query - Technical, Query - Non Technical and Scheduled Activity are P3. Webscale may reassign a priority where the reported impact does not match the definition, and tells the customer when it does.
Support channels
| Feature | Tier 1, Essentials | Tier 2, Proactive | Tier 3, Strategic |
|---|---|---|---|
| Support coverage | 24 x 7 x 365 for all priorities | 24 x 7 x 365 for all priorities | 24 x 7 x 365 for all priorities |
| Ticket Portalstandard support ticketing system | |||
| Emailsupport@webscalenetworks.com for P1 to P3, critical@webscalenetworks.com for P0 | |||
| Dedicated Slack Channelprivate real-time support channel | No | No | |
| Phone Supportdirect line for critical escalations | No | No | |
| Dedicated Support SMEnamed SME with dedicated hours per month, guardrails apply, not a 24/7 resource | No | No |
Incident response
| Feature | Tier 1, Essentials | Tier 2, Proactive | Tier 3, Strategic |
|---|---|---|---|
| Monthly Incident Volumeincluded P0 tickets per month (customer-opened only, alert tickets excluded) | 10 P0 tickets/month | 25 P0 tickets/month | Unlimited P0 tickets/month |
| First response objectivesinitial response objective by priority | P0 30 minP1 4 hrsP2 8 hrsP3 16 hrs | P0 30 minP1 2 hrsP2 4 hrsP3 8 hrs | P0 15 minP1 30 minP2 2 hrsP3 4 hrs |
| Update interval objectives during active incidentsupdate cadence during active incidents | P0 2 hrsP1 4 hrsP2 8 hrsP3 16 hrs | P0 60 minP1 2 hrsP2 4 hrsP3 8 hrs | P0 15 minP1 30 minP2 2 hrsP3 4 hrs |
Response and update times are service level objectives that Webscale operates to and reports against on request. Availability is covered by the Webscale Master SLA.
Onboarding support
| Feature | Tier 1, Essentials | Tier 2, Proactive | Tier 3, Strategic |
|---|---|---|---|
| Onboarding Hours Includedinitial environment setup only, additional environments billed separately, first 90 days | 2 hrs included | 8 hrs included | 16 to 32 hrs (Tier 3/HA) |
| Dedicated Onboarding Engineernamed engineer assigned to your launch | No | No |
Platform monitoring
| Feature | Tier 1, Essentials | Tier 2, Proactive | Tier 3, Strategic |
|---|---|---|---|
| Active Monitoring Coverageareas covered around the clock by the Webscale SDS team | UptimeBasic AlertsError Rate | UptimeAlertsError RatePerformanceCDN Health | UptimeAlertsError RatePerformanceCDN HealthCache Hit RateDatabaseContainer HealthSecurity EventsTraffic AnomaliesAvailability ZonesCustom DashboardsProactive AlertingSynthetic MonitoringBusiness KPI Tracking |
| App Monitoring Setup Assistancehelp configuring your monitoring stack | No | No | |
| Event Preparation and Monitoringpeak season or launch event coverage, see note 8 | No | No |
Developer Enablement (DE) access
| Feature | Tier 1, Essentials | Tier 2, Proactive | Tier 3, Strategic |
|---|---|---|---|
| Monthly DE Hourscode review, troubleshooting and platform-level engineering | None | 4 hrs/month | 10 to 20 hrs/month (Tier 3/HA) |
Reviews and audits
| Feature | Tier 1, Essentials | Tier 2, Proactive | Tier 3, Strategic |
|---|---|---|---|
| Product Update Reviewsscheduled review of platform and product updates | |||
| Environment Auditmoved 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 | |
| Control Panel Configuration Reviewexpert review and optimization of the control panel | Not included | Not included |
Platform add-ons included on all plans
| Feature | Tier 1, Essentials | Tier 2, Proactive | Tier 3, Strategic |
|---|---|---|---|
| Virus/Malware Scanningautomated security scanning on all environments | |||
| Backups every 24 hoursdaily automated environment backups |
DevOps support add-on
| Add-on service | Tier 1, Essentials | Tier 2, Proactive | Tier 3, Strategic |
|---|---|---|---|
| Event Preparation and Monitoring10 hour buckets for Tier 1 and Tier 2, see note 8 | 10 hr bucket | 10 hr bucket | |
| Short-Term Scaling Upgradestemporary capacity for peaks or launches | 10 hr bucket | 10 hr bucket | 10 hr bucket |
| Application Load Testing Assistanceperformance validation before go-live, see note 9 | 10 hr bucket | 10 hr bucket | 10 hr bucket |
| Environment Audit (new)infrastructure, coding and best practices review, per request, billed as professional services | On request | On request | On request |
AI Services. The Webscale AI Services are supported at the customer's support tier, with the same priorities, channels and objectives as hosting. During an AI Evaluation Period the AI Services run outside production, so issues are worked under the staging definition of P2.
Notes and 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. It is not an on-demand, always-available resource.
- DE (Developer Enablement) hours are pooled monthly and do not roll over.
- Environment Audits are no longer tiered. They are available as a per-request add-on, billed as professional services.
- Event Preparation and Monitoring is included at Tier 3, and available as a 10-hour bucket add-on for Tier 1 and Tier 2.
- Application Load Testing and the DevOps package are available as add-ons.