Essential
Early-stage teams that need a safety net — without bloat. Business-hours coverage, monthly reporting, no surprises.
P1 acknowledgement
4 hours
Managed Support
Four tiers. One named engineer.
Response times are contractual obligations, not aspirations. Every tier from Professional upward includes a domain-owning engineer who knows your environment by name and is the same engineer at every escalation.
Professional
Growing teams with operational workloads. Extended hours, a named domain engineer, and proactive monitoring.
P1 acknowledgement
2 hours
Recommended
Advanced
Production-critical workloads requiring rapid response. 24×7 coverage with the engineer who knows your environment.
P1 acknowledgement
30 min
Enterprise
Regulated or complex multi-account environments. Real-time cost dashboards, monthly architecture review, full change management.
P1 acknowledgement
15 min
Side-by-side. No fine print.
What's covered.
| Feature | Essential | Professional | Advanced Recommended | Enterprise |
|---|---|---|---|---|
| Support hours | Business hours Sun–Thu, 9am–6pm EET | Extended hours 7am–10pm EET | 24 × 7 All severities | 24 × 7 All severities |
| P1 response | 4 hours | 2 hours | 30 minutes | 15 minutes |
| P2 response | 1 business day | 4 hours | 2 hours | 1 hour |
| Named domain engineer | No | Yes | Yes | Yes |
| Proactive monitoring | Reactive only | Yes | Yes | Yes |
| Patch management | No | Scheduled | Automated + reviewed | Automated + reviewed |
| Cost reporting | Monthly summary | Monthly detailed | Monthly + anomaly alerts | Real-time dashboard |
| Change management | No | Supported | Managed with rollback | Managed with rollback |
| Architecture review | No | Annual | Quarterly | Monthly |
| Slack channel | No | Yes | Yes | Yes |
| Best for | Early-stage teams needing a safety net | Growing teams with operational workloads | Production-critical workloads requiring rapid response | Regulated or complex multi-account environments |
Not sure which tier?
Let's scope it together.
Bring your workload count, criticality, and team size. We'll recommend the right tier and explain — line by line — exactly why. The recommendation is free; the bias is honest.
Schedule a conversationCommon asks, answered straight
What teams ask before they sign.
Q.01What is the difference between Advanced and Enterprise?
Advanced suits a single critical workload with a dedicated owner — its 30-minute response window and quarterly architecture review fit most production teams. Enterprise adds 15-minute response, real-time cost dashboards, monthly architecture review, and is built for multi-account, regulated, or compliance-heavy environments.
Q.02Who is on call?
From Professional upwards, your named domain engineer is the primary on-call for severities P1 and P2. They are the same engineer who designed or onboarded your environment. There is no offshore queue, no rotating roster of strangers.
Q.03Can we change tiers later?
Yes — quarterly. We've designed the tiers to be a clean upgrade path. The named domain engineer in Professional onwards is continuous across tier changes, so context never resets.
Q.04How are P1 / P2 / P3 defined?
P1 is a production outage or material data risk. P2 is degraded but functional service. P3 is a request, question, or non-urgent change. Definitions are written into every Statement of Work — we'd rather over-define than discover the disagreement at 02:00.
Q.05Is the response time really contractual?
Yes. Every tier's response time is a service credit obligation, not an aspiration. If we miss it, the bill reflects it. We've never had to issue one — and we'd rather keep it that way.
Q.06What's not included?
Application code (we own infrastructure, you own application logic), feature development on your behalf, and 24×7 staff augmentation outside the tier's published scope. Anything else: ask, and we'll tell you straight.