# Exoscale Documentation — Support

> Exoscale Support: free built-in support for every account, plus plans with guaranteed response times and direct access to cloud engineers.

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url: https://community.exoscale.com/product/support/

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# Support

- [Overview - Support](https://community.exoscale.com/product/support/overview/index.md) - Learn about Exoscale Support plans, response times, and assistance options to get timely help as you run and scale your cloud.
- [Support Case Priority](https://community.exoscale.com/product/support/support-prio/index.md) - Understand support case priorities, response times, and escalation rules across Exoscale support plans.
- [SLA - Support](https://community.exoscale.com/product/support/sla/index.md) - See support SLA response times by case priority, plus compensation terms and how to claim service credits.

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url: https://community.exoscale.com/product/support/overview/

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# Overview - Support

Exoscale Support gives you direct access to our cloud engineers and flexible plans to help you run and scale your infrastructure with confidence. From free foundational support included with every account to advanced plans with guaranteed response times and dedicated resources, Support ensures you get timely help when you need it most.


## Features
Free Built-In Support
: included for all customers with access to ticketing and support engineers.

Guaranteed Response Times
: choose Starter, Pro, or Enterprise plans with defined SLA targets. 

Flexible Support Options
: extended office hours, phone support, detailed usage reporting, and compliance services at higher tiers.

Dedicated Assistance (Enterprise)
: personalized support with your own Customer Success Manager.


## Support Plans
| Plan | Description |
| :--- | :--- |
| Built-In | Free support included for all customers. |
| Starter | Faster response times and enhanced reporting for production workloads. |
| Pro | Even quicker responses, extended hours, and phone support. |
| Enterprise | 24/7 support with the fastest response SLA and a dedicated Customer Success Manager. |

For detailes, visit [the product page](https://www.exoscale.com/support/).

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url: https://community.exoscale.com/product/support/support-prio/

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# Support Case Priority

Each support case needs will be assigned with the correct priority. Each case priority determines the initial response time for the specific case.

The following table defines the **initial response time** for each support case priority in the chosen support plan.

<table>
    <thead>
        <tr>
            <th align="left">Priority</th>
            <th align="left">Built-In</th>
            <th align="left">Starter</th>
            <th align="left">Pro</th>
            <th align="left">Enterprise</th>
        </tr>
    </thead>
    <tbody>
        <tr>
            <td rowspan=1 align="left">P1</td>
            <td align="left">Best-effort</td>
            <td align="left">2 hours</td>
            <td align="left">1 hour*</td>
            <td align="left">30 minutes*</td>
        </tr>
        <tr>
            <td rowspan=1 align="left">P2</td>
            <td align="left">Best-effort</td>
            <td align="left">6 hours</td>
            <td align="left">4 hours</td>
            <td align="left">2 hours*</td>
        </tr>
        <tr>
            <td rowspan=1 align="left">P3</td>
            <td align="left">Best-effort</td>
            <td align="left">8 hours</td>
            <td align="left">6 hours</td>
            <td align="left">4 hours*</td>
        </tr>
        <tr>
            <td rowspan=1 align="left">P4</td>
            <td align="left">Best-effort</td>
            <td align="left">12 hours</td>
            <td align="left">8 hours</td>
            <td align="left">Next business day</td>
        </tr>
        <tr>
            <td rowspan=1 align="left">P5</td>
            <td align="left">Best-effort</td>
            <td align="left">24 hours</td>
            <td align="left">12 hours</td>
            <td align="left">Next business day</td>
        </tr>
    </tbody>
</table>

\* Escalation required

<table>
    <thead>
        <tr>
            <th align="left"></th>
            <th align="left">Built-In</th>
            <th align="left">Starter</th>
            <th align="left">Pro</th>
            <th align="left">Enterprise</th>
        </tr>
    </thead>
    <tbody>
        <tr>
            <td rowspan=1 align="left">Support hours*</td>
            <td align="left">Mo-Fri 8-18</td>
            <td align="left">Mo-Fri 8-18</td>
            <td align="left">Mo-Fri 7-20</td>
            <td align="left">24/7-365</td>
        </tr>
    </tbody>
</table>

\* Support hours are based on Central European Time (CET/CEST)

The priority is assigned based on the **priority definitions** outlined in the following table.

<table>
    <thead>
        <tr>
            <th align="left">Priority</th>
            <th align="left">Definitions</th>
        </tr>
    </thead>
    <tbody>
        <tr>
            <td rowspan=3 align="left">P1 - critical impact</td>
            <td align="left">A production application or infrastructure is unusable</td>
        </tr>
        <tr>
            <td align="left">The damage to the reputation of the business is likely to be high</td>
        </tr>
        <tr>
            <td align="left">No short term workaround can be implemented</td>
        </tr>
        <tr>
            <td rowspan=3 align="left">P2 - high impact</td>
            <td align="left">The damage caused by the incident increases rapidly</td>
        </tr>
        <tr>
            <td align="left">The work that cannot be completed is highly time sensitive</td>
        </tr>
        <tr>
            <td align="left">The financial impact of the incident is likely to be significant</td>
        </tr>
        <tr>
            <td rowspan=3 align="left">P3 - medium impact</td>
            <td align="left">The damage caused by the incident increases considerably over time</td>
        </tr>
        <tr>
            <td align="left">The work that cannot be completed is time sensitive</td>
        </tr>
        <tr>
            <td align="left">A non-production instance of the service is unavailable</td>
        </tr>
        <tr>
            <td rowspan=3 align="left">P4 - low impact</td>
            <td align="left">The damage caused by the incident only marginally increases over time</td>
        </tr>
        <tr>
            <td align="left">The work that cannot be completed is not time sensitive</td>
        </tr>
        <tr>
            <td align="left">The service impact is minor</td>
        </tr>
        <tr>
            <td rowspan=3 align="left">P5 - no impact</td>
            <td align="left">Service request</td>
        </tr>
        <tr>
            <td align="left">"How to" request</td>
        </tr>
        <tr>
            <td align="left">Feature enhancement</td>
        </tr>
    </tbody>
</table>


## Escalation Path
If you have subscribed to a Pro or Enterprise support plan, you have the option to escalate a ticket. An escalation is required in case an immediate action from our support team is expected.

1) Open a ticket

![](escalate-open-ticket.png "escalate open ticket")

2) Click on the “Escalate” red button

![](escalate-button.png "escalate button")

3) Confirm your escalation request

![](escalate-popup.png "escalate confirmation")

4) Your ticket is escalated and our support team will get back to you shortly

![](escalate-escalated.png "escalate ticket escalated")

Details of our support plans (Built-In, Starter, Pro, Enterprise) can be found on our [support overview page](https://www.exoscale.com/support/).

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url: https://community.exoscale.com/product/support/sla/

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# SLA - Support

Those product specific SLAs define the initial response time for each support case priority in the chosen support plan.


## SLA Definition 
Each support case needs will be assigned with the correct priority. Each case priority determines the initial response time for the specific case.  [More details](https://community.exoscale.com/product/support/support-prio/index.md)




## Product Specifications
While we commit to the initial response time only, we aim to respond to all interactions within the applicable timeframes and will make every reasonable effort to do so.


## Retribution
We apply a per-ticket penalty structure tied to SLA adherence. Should the initial response time for any ticket exceed the agreed SLA by more than 1 min (61 secs), this will constitute a breach. Each breach entitles the customer to a compensation equivalent to 25% of the Support monthly subscription fee. The total compensation for a given month shall not exceed the value of the monthly subscription. The compensation is calculated in the month following the event, based on the total amount of subscription fees applicable for the month in which the event occurred.

### Claim Service Credit

To request a service credit, refer to the Service Level Agreement section of the [Exoscale Terms and Conditions](https://www.exoscale.com/terms/) or the [EUSA](https://www.exoscale.com/eusa/), whichever applies.