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24/7 platform support for every Upsun customer
Keep your applications running smoothly with ticket-based support, fast SLAs, and direct access to platform engineers. Available to all Upsun customers, whether you're on self-service or a commitment plan.
Support services
Our 24/7 emergency support team ensures your applications keep running round the clock.
- 24/7 coverage for urgent incidents.
- Ticket-based support available for eligible plans.
- Help with platform issues, configuration questions, and performance bottleneck analysis.
- Access to troubleshooting resources.
- Fast triage and access to Upsun engineers.
Support tiers for Upsun Flex.
All Upsun Flex customers have access to 24/7 help for production-impacting issues. Support tier upgrades provide faster response times and expanded coverage.
| Support Level | P1 — Urgent | P2 — High | P3 — Normal |
|---|---|---|---|
| Default (included) | Best effort: 4 hours (24×7×365) | — | — |
| Advanced Support (add-on) | 1 hour (24×7×365) | 6 hours (business hours) | 12 hours (business hours) |
| Premium Support (add-on) | 30 minutes (24×7×365) | 3 hours (24×7×365) | 8 hours (24×7×365) |
Business hours: 00:00–23:59 UTC, Monday to Friday.
What this means for Flex customers
- All users can open support tickets for production outages or account/billing issues.
- Default Flex support provides best-effort coverage for urgent issues.
- Advanced and Premium add-ons unlock SLA-backed response times for P1, P2, and P3 tickets.
- Support add-ons apply at the organization level.
- Uptime SLA add-ons (99.9% / 99.99%) require Advanced or Premium Support.
FAQs
Do self-service users get support?
Yes. All organizations will receive ticket support for production outages and account/billing issues. Self-service users can also access Upsun’s community support and forums for general questions.
How do I upgrade my support tier?
Your organization admin can upgrade your support tier directly in the Upsun console, or you can contact your Account Manager.
How do I contact the support team?
Open a ticket directly through the Upsun console.
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