Managed support
Our team of engineers provides direct, hands-on support for your server, application, and any related issues you may be experiencing. If you’re having trouble, you’ve come to the right place.
Get help now: file a ticket
Our fast-response ticket system will alert our on-call team immediately.
Please review our support hours section below for response times.
How it works
All Managed customers receive unlimited support for Stack-related issues, and 1 hour of Custom support, as defined below:
All Managed customers receive unlimited Standard Support and 1 hour per month of Custom Support. Additional Custom Support is available for $150/hour (30 minute minimum). Custom Support is available during the implementation phase of onboarding at a reduced rate of $125/hour.
Standard Support
- Operating system and security updates
- Ruby on Rails and Ruby Gems updates
- Default stack updates (Apache, MySQL, etc)
- Automated deploy and configuration
Custom Support
- Installing additional, non-default system services
- Advanced server or application configuration
- Debugging application performance issues or code profiling
Support hours
Although we always respond to urgent issues immediately, response times for non-urgent issues vary based on both time and day of week.
Normal Business Hours Support: Monday through Friday 8am-8pm (Eastern time zone, GMT -5), exclusive of U.S. Holidays. This means that you if you submit a ticket during Normal Business Hours that it will be addressed promptly.
After Hours Support: Any time outside the Normal Business Hours range, inclusive of U.S. Holidays. This means Monday through Friday 8pm-8am (Eastern time zone, GMT -5) and all day Saturday and Sunday. During this time, we provide 24/7 support for issues of an urgent nature. Non-urgent issues will be promptly addressed during the next business day. Urgent requests are defined as any issue that you are unable to address yourself such as network connectivity or hardware issue that results in your server not being available by ping or ssh. Tickets submitted for issues regarding server or application configuration will be addressed during Normal Business Hours.