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Hasura Support plans

At Hasura, our aim is to ensure success for our customers. Our support plans are tailored to provide you with an optimal blend of production and developer support, resources and expert guidance, enabling you to achieve success with Hasura Enterprise.

Support Plan Matrix

This table shows features available in each of our support plans - Silver, Gold and Platinum. Each time mentioned below indicates the expected duration for a first response. For more information on support severities and the JumpStart program, please refer to the sections following this table.

Hasura Cloud
Self-hosted
Features
Silver
Gold
Platinum
Community Support
TickTickTick
Response SLAs
P 1
Critical Impact
< 4 hours
< 2 hours
< 1 hours
P 2
High Impact
< 8 hours
< 4 hours
< 2 hours
P 3
Medium Impact
< 12 hours
< 8 hours
< 4 hours
P 4
Low Impact or General Guidance or Dev Support
< 1 business day
< 1 business day
< 1 business day
Tickets
20 per month
Unlimited
Unlimited
Minimum # Models by Plan
30
45
60
Quarterly and Annual Business Reviews
Not Included
Included
Included
Account Management
No
Yes
Named CSM
Onboarding Solutions Architect
No
Solutions Architect Pool
Named Solutions Architect
Office Hours
No
No
Yes
Onboarding Support
TickSelf-guided success plan
TickJumpStart program
TickJumpStart program

Features

Silver
Community Support
Response SLAs
P 1
Critical Impact < 4 hours
P 2
High Impact < 8 hours
P 3
Medium Impact < 12 hours
P 4
Low Impact or General Guidance or Dev Support < 1 business day
Tickets - 20 per month
Minimum # Models by Plan - 30
Onboarding Support
TickSelf-guided success plan
Gold
Community Support
Response SLAs
P 1
Critical Impact < 2 hours
P 2
High Impact < 4 hours
P 3
Medium Impact < 8 hours
P 4
Low Impact or General Guidance or Dev Support < 1 business day
Tickets - Unlimited
Minimum # Models by Plan - 45
Quarterly and Annual Business Reviews - Included
Account Management - Yes
Onboarding Solutions Architect - Solutions Architect Pool
Onboarding Support
TickJumpStart program
Platinum
Community Support
Response SLAs
P 1
Critical Impact < 1 hours
P 2
High Impact < 2 hours
P 3
Medium Impact < 4 hours
P 4
Low Impact or General Guidance or Dev Support < 1 business day
Tickets - Unlimited
Minimum # Models by Plan - 60
Quarterly and Annual Business Reviews - Included
Account Management - Named CSM
Onboarding Solutions Architect - Named Solutions Architect
Office Hours - Yes
Onboarding Support
TickJumpStart program
Customer Success Manager
A Customer Success Manager (CSM) is an advocate for customer success, helping customers in accomplishing their business goals, while simultaneously cultivating a long-term strategic partnership to ensure ongoing success.
JumpStart Program
This Solutions Architect-guided program aims to assist Hasura practitioners in achieving their goals more quickly. It includes product training, architectural guidance, and a personalized success plan to help identify relevant configuration options and milestones for API design and development objectives.

Support Priority Definitions

Priority 1 (or Urgent)
This severity level indicates an error that is breaking existing functionality where:
  • all users of a Hasura project cannot access any its services
  • no procedural workarounds exist AND
  • one of the following is true:
    • users cannot login to the Hasura UI
    • users cannot make changes to the Hasura metadata either via the UI or the metadata APIs or the Hasura Command Line Interface (CLI)
Priority 2 (or High)
This severity level indicates an error that is breaking existing functionality:
  • that is impacting a majority of a Hasura project’s end-users
  • where users are able to use a Hasura project in a limited capacity
  • where no reasonable workaround exists
Priority 3 (or Medium)
This severity level indicates an error that is breaking existing functionality:
  • that is impacting a minority of a Hasura project’s end-users
  • where users of a Hasura project can carry out their job duties with minimal disruption, and
  • where short-term or temporary workarounds are accessible
Priority 4 (or Low)
This severity level indicates an issue that is not breaking existing functionality and is:
  • a broad question related to products or instructions, like composing GraphQL/REST queries/mutations/subscriptions, configuring accounts, or inquiries about product setup or issues with new project setup;
  • an issue with product documentation
  • a feature request