Support Packages & Service Matrix
A reference for Webscale's support tiers and service commitments
Purpose:
This page lists the channel access, incident response commitments, 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 commitments are defined by priority: P0 Urgent (site down), P1 High (degraded performance), P2 Normal (non-emergency), and P3 Low (information or minor issue).
Support channels
Incident response
Onboarding support
Platform monitoring
Developer Enablement (DE) access
Reviews and audits
Platform add-ons included on all plans
DevOps support add-on
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.