Support Plans

CloudBasic Support Plans

Last revised on 12/01/2019

All CloudBasic customers receive the Basic Support, which comes included with all service subscription plans. In addition, 24x7 access is provided to online documentation, white papers, and case studies.
Priority over the phone Technical Support and Advisory Services are available to higher service tiers and Premium  Support subscribers.

Basic Enterprise Premium
Best suited for: Migrations Reporting, HA/DR Scenarios, Data Warehouses, Data Lakes Business-critical dependence
Customer Service 24×7 access to customer service, documentation, white papers; chat support during regular business hours 24×7 access to customer service, documentation, white papers; chat support during regular business hours 24×7 access to customer service, documentation, white papers; chat & phone support during regular business hours
Technical support Business hours* access to Cloud Support Associates via email Business hours* access to Cloud Support Associates via email, chat & phone 24×7 access to Sr. Cloud Support Engineers via email, chat & phone
Response Times~ General guidance
<24 Business hours <8 Business hours <1 Hour
Advisory services Documentation, white papers, case studies Documentation, white papers, case studies
Limited Advisory Services
Documentation, white papers, case studies
Assigned Account Manager
Customer-Centric Advisory Services
Pricing Free Included with M4/M5.Large and above product subscriptions on AWS. Included with all subscription plans outside of AWS. Please call

* Business hours are defined as Mon-Fri 9:00AM to 5:00PM Pacific Standard Time excluding US holidays
~ We will make commercially reasonable efforts to respond to your initial request within the respective support plan time frames