Cloud Management Platform-as-a-Service Cloud Management Platform-as-a-Service

Premium Support

Get the Jelastic technical team assistance to successfully run your cloud environments

Choose your plan
Cloud Management Platform-as-a-Service

Jelastic Support Bundles

We focus on solving some of the most puzzling challenges that hold you back in your cloud adventure. Sometimes that means helping you troubleshoot an issue, but more often, it involves "looking around corners" to find ways for you to utilize your platform opportunities thoroughly, answer best practices topics, and provide guidance on configuration. We concentrate on helping you obtain the outcomes you need to make your business beneficial and successful.

Developer
Production
Professional
Number of support cases included
Jelastic PaaS experts will assist with all your requests regardless of the quantity. Requests are addressed sequentially (one-by-one) based on severity for the Developer/Production packages. All active tickets are processed simultaneously for the Professional option.
unlimited
1 concurrent request / thread
unlimited
1 concurrent request / thread
unlimited
Availability hours
Developer requests are processed during working hours only. High severity level issues for Production clients are addressed at any time, while lower priority tickets during working hours. With Professional support, requests are processed immediately at any time.
8x5 for all severity levels
24x7 for levels 1 & 2
8x5 for levels 3 & 4
24x7 for all severity
levels
Initial response / Periodic update
The maximum waiting time for the initial response on a new issue and for the periodic status update on existing ones. Response time is lower for the higher severity issues.
< 8 BH
< 8BH - level 4
< 4H - level 3
< 1H - levels 1-2
< 4BH - levels 3, 4
< 1H - level 2
< 15min - level 1
Individuals with log-in access
to Support Center / Slack
A number of dedicated accounts to submit/update issues via Jelastic Support Center and for direct contact via Slack to clarify any occurred questions and for real-time help with ongoing tasks.
1
3
unlimited
Support channels
Available channels to contact Jelastic Support to report issues or request assistance.
Ticket System
Ticket System + Slack
Ticket System + Slack
Third-party software integration
Assistance with the integration of third-party tools (e.g. monitoring) on the platform with multi-cloud interoperability, configuration guidance and troubleshooting.
No
No
Yes
Dedicated incident manager
A dedicated account manager is assigned to your platform to assist with emergencies, incidents, and troubleshooting.
No
No
Yes
Platform overview session
Regular review of your platform state and performance. Jelastic experts analyze the obtained data and report back with improvement ideas.
No
No
Yes
Custom session
One-on-one training sessions to help your team familiarize with all the features, benefits, and specifics of hosting with Jelastic PaaS.
No
No
Yes
Performance optimization
Jelastic technical experts analyze your solutions and report back with ways to optimize your projects to get maximum performance, reliability, and security.
No
No
Yes
29$
99$
999$
Developer
Number of support cases included
Jelastic PaaS experts will assist with all your requests regardless of the quantity. Requests are addressed sequentially (one-by-one) based on severity for the Developer/Production packages. All active tickets are processed simultaneously for the Professional option.
unlimited
1 concurrent request / thread
Availability hours
Developer requests are processed during working hours only. High severity level issues for Production clients are addressed at any time, while lower priority tickets during working hours. With Professional support, requests are processed immediately at any time.
8x5 for all severity levels
Initial response / Periodic update
The maximum waiting time for the initial response on a new issue and for the periodic status update on existing ones. Response time is lower for the higher severity issues.
< 8 BH
Individuals with log-in access
to Support Center / Slack
A number of dedicated accounts to submit/update issues via Jelastic Support Center and for direct contact via Slack to clarify any occurred questions and for real-time help with ongoing tasks.
1
Support channels
Available channels to contact Jelastic Support to report issues or request assistance.
Ticket System
Third-party software integration
Assistance with the integration of third-party tools (e.g. monitoring) on the platform with multi-cloud interoperability, configuration guidance and troubleshooting.
No
Dedicated incident manager
A dedicated account manager is assigned to your platform to assist with emergencies, incidents, and troubleshooting.
No
Platform overview session
Regular review of your platform state and performance. Jelastic experts analyze the obtained data and report back with improvement ideas.
No
Custom session
One-on-one training sessions to help your team familiarize with all the features, benefits, and specifics of hosting with Jelastic PaaS.
No
Performance optimization
Jelastic technical experts analyze your solutions and report back with ways to optimize your projects to get maximum performance, reliability, and security.
No
29$
Production
Number of support cases included
Jelastic PaaS experts will assist with all your requests regardless of the quantity. Requests are addressed sequentially (one-by-one) based on severity for the Developer/Production packages. All active tickets are processed simultaneously for the Professional option.
unlimited
1 concurrent request / thread
Availability hours
Developer requests are processed during working hours only. High severity level issues for Production clients are addressed at any time, while lower priority tickets during working hours. With Professional support, requests are processed immediately at any time.
24x7 for levels 1 & 2
8x5 for levels 3 & 4
Initial response / Periodic update
The maximum waiting time for the initial response on a new issue and for the periodic status update on existing ones. Response time is lower for the higher severity issues.
< 8BH - level 4
< 4H - level 3
< 1H - levels 1-2
Individuals with log-in access
to Support Center / Slack
A number of dedicated accounts to submit/update issues via Jelastic Support Center and for direct contact via Slack to clarify any occurred questions and for real-time help with ongoing tasks.
3
Support channels
Available channels to contact Jelastic Support to report issues or request assistance.
Ticket System + Slack
Third-party software integration
Assistance with the integration of third-party tools (e.g. monitoring) on the platform with multi-cloud interoperability, configuration guidance and troubleshooting.
No
Dedicated incident manager
A dedicated account manager is assigned to your platform to assist with emergencies, incidents, and troubleshooting.
No
Platform overview session
Regular review of your platform state and performance. Jelastic experts analyze the obtained data and report back with improvement ideas.
No
Custom session
One-on-one training sessions to help your team familiarize with all the features, benefits, and specifics of hosting with Jelastic PaaS.
No
Performance optimization
Jelastic technical experts analyze your solutions and report back with ways to optimize your projects to get maximum performance, reliability, and security.
No
99$
Professional
Number of support cases included
Jelastic PaaS experts will assist with all your requests regardless of the quantity. Requests are addressed sequentially (one-by-one) based on severity for the Developer/Production packages. All active tickets are processed simultaneously for the Professional option.
unlimited
Availability hours
Developer requests are processed during working hours only. High severity level issues for Production clients are addressed at any time, while lower priority tickets during working hours. With Professional support, requests are processed immediately at any time.
24x7 for all severity
levels
Initial response / Periodic update
The maximum waiting time for the initial response on a new issue and for the periodic status update on existing ones. Response time is lower for the higher severity issues.
< 4BH - levels 3, 4
< 1H - level 2
< 15min - level 1
Individuals with log-in access
to Support Center / Slack
A number of dedicated accounts to submit/update issues via Jelastic Support Center and for direct contact via Slack to clarify any occurred questions and for real-time help with ongoing tasks.
unlimited
Support channels
Available channels to contact Jelastic Support to report issues or request assistance.
Ticket System + Slack
Third-party software integration
Assistance with the integration of third-party tools (e.g. monitoring) on the platform with multi-cloud interoperability, configuration guidance and troubleshooting.
Yes
Dedicated incident manager
A dedicated account manager is assigned to your platform to assist with emergencies, incidents, and troubleshooting.
Yes
Platform overview session
Regular review of your platform state and performance. Jelastic experts analyze the obtained data and report back with improvement ideas.
Yes
Custom session
One-on-one training sessions to help your team familiarize with all the features, benefits, and specifics of hosting with Jelastic PaaS.
Yes
Performance optimization
Jelastic technical experts analyze your solutions and report back with ways to optimize your projects to get maximum performance, reliability, and security.
Yes
999$