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AppScale SLA Options

AppScale ATS is offered under four types of Service Level Agreement, ranging from free no-guarantees best-effort support to community users up to the 24x7 support with an uptime guarantee. Four levels of problem severity are defined:

  • Severity-1: production workload outage

  • Severity-2: production workload impairment, including critical security vulnerabilities

  • Severity-3: problems affecting a small subset of functionality or users

  • Severity-4: minor problems with the software

Business hours are defined as 9 am-5 pm Pacific Time Mon-Fri excluding major U.S. holidays.

24x7 30 min (24x7) for Severity-1 batphone
chat room
email
ticket system
managed or unmanaged 99.9% $12 / core / month
Premium 4 hrs (business hours) for Severity-1,2 chat room
email
ticket system
managed or unmanaged none $6 / core / month
Standard 8 hrs (business hours) for Severity-1,2,3 email
ticket system
managed or unmanaged none $3 / core / month
Community best-effort ticket system unmanaged none $0