Support plans (current)Every Hasura DDN user benefits from free Community support. For teams requiring faster response times and enhanced security features, we offer tailored plans to meet your needs.
Business and Enterprise support plans are exclusive to Private DDN customers.
Community | Business | Enterprise | |
|---|---|---|---|
Forum support | |||
Ticketed support | Only for P1, account, and billing questions | ||
Onboarding support | JumpStart Program | ||
Named Solution Architect and Customer Success Manager | Includes monthly and quarterly business and technical reviews | ||
First response SLAs | N/A | P1: < 1 hour P2: < 4 business hours P3: < 1 business day P4: < 2 business days | P1: < 30 minutes P2: < 2 business hours P3: < 4 business hours P4: < 1 business day |
Every Hasura DDN user benefits from free Community support. For teams requiring faster response times and enhanced security features, we offer tailored plans to meet your needs.
Business and Enterprise support plans are exclusive to Private DDN customers.
Community
Forum support
Ticketed support - Only for P1, account, and billing questions
Business
Forum support
Ticketed support
First response SLAs - P1: < 1 business hour, P2: < 4 business hours, P3: < 1 business day, P4: < 2 business days
Enterprise
Forum support
Ticketed support
Onboarding support - JumpStart Program
Named Solution Architect and Customer Success Manager - Includes monthly and quarterly business and technical reviews
First response SLAs - P1: < 30 minutes, P2: < 2 business hours, P3: < 4 business hours, P4: < 1 business day
Support plans (legacy)Features | Silver | Gold | Platinum |
|---|---|---|---|
Community support | |||
First response SLAs | P1: < 4 hours P2: < 8 business hours P3: < 12 business hours P4: < 1 business day | P1: < 2 hours P2: < 4 business hours P3: < 8 business hours P4: < 1 business day | P1: < 1 hour P2: < 2 business hours P3: < 4 business hours P4: < 1 business day |
Number of tickets | 20 per month | Unlimited | Unlimited |
Minimum number of models | 30 | 45 | 60 |
Quarterly and Annual Business Reviews | Included | Included | |
Account Management | Named CSM | ||
Onboarding Solutions Architect | Solutions Architect Pool | Named Solutions Architect | |
Office Hours | |||
Onboarding support | Self-guided success plan | JumpStart Program | JumpStart Program |
Silver
Community support
First response SLAs - P1: < 4 hours, P2: < 8 business hours, P3: < 12 business hours, P4: < 1 business day
Number of tickets - 20 per month
Minimum number of models - 30
Onboarding support - Self-guided success plan
Gold
Community support
First response SLAs - P1: < 2 hours, P2: < 4 business hours, P3: < 8 business hours, P4: < 1 business day
Number of tickets - Unlimited
Minimum number of models - 45
Quarterly and Annual Business Reviews - Included
Account Management
Onboarding Solutions Architect - Solutions Architect Pool
Office Hours
Onboarding support - JumpStart Program
Platinum
Community support
First response SLAs - P1: < 1 hour, P2: < 2 business hours, P3: < 4 business hours, P4: < 1 business day
Number of tickets - Unlimited
Minimum number of models - 60
Quarterly and Annual Business Reviews - Included
Account Management - Named CSM
Onboarding Solutions Architect - Named Solutions Architect
Office Hours
Onboarding support - JumpStart Program
Frequently Asked Questions
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