Support Agreements
Ottomatic offers several tiers of support plans to meet the varying needs of our customers. The Essentials and Standard tiers are bundled with our Essentials and Pro Hosting. If your application or services requires a higher tier of support, with guaranteed response times, you can upgrade to one of three (3) higher tier plans.
*1* The pricing starts at the posted price - or 10% of the invoiced total - whichever is greater
Pro and Premium support plans are billed annually.
| Included | Included | $250/mo*1 | $500/mo*1 | $1000/mo*1 | |
|---|---|---|---|---|---|
| General Benefits | Essentials | Standard | Enhanced | Pro | Premium |
| Ottomatic Console access | - | Yes | Yes | Yes | Yes |
| Support | |||||
| Response time | Best Effort | Best Effort | 6 h | 4 h | 1 hr |
| Ticket Support | Yes | Yes | Yes | Yes | Yes |
| Hands on support | 15 min / mo | 30 min / mo | 1 hrs / mo | 2 hrs / mo | 4 hrs / mo |
| Phone | - | - | Yes | Yes | Yes |
| Slack | - | - | Yes | Yes | Yes |
| Support Hours | Office hours | Office hours | Extended | Extended | 24x7 |
| 9-5 PM ET | 9-5 PM ET | 6-9 PM ET | 6-9 PM ET | 24/7 | |
| Critical Infrastructure Support 24/7 | Yes | Yes | Yes | Yes | Yes |
| Security | |||||
| Monthly Pentest | Yes | Yes | Yes | Yes | Yes |
| SOC2/Security Documentation | - | - | - | Yes | Yes |
| Monitoring | |||||
| Monitoring | Yes | Yes | Yes | Yes | Yes |
| Custom Status Page | No | No | No | Optional | Optional |
| Log retention | 30 days | 30 days | 90 days | 180 days | 365 days |
| Customer Success Manager | No | No | No | Yes | Yes |
If you're interested in a support agreement, please reach out to support@ottomatic.cloud.