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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.

Hasura Cloud
Self-hosted
Features
Silver
Gold
Platinum
Community Support
TickTickTick
Coverage
24x7
24x7
24x7
Response SLAs
Sev 1
Critical Impact
< 4 hours
< 2 hours
< 1 hours
Sev 2
High Impact
< 8 hours
< 4 hours
< 2 hours
Sev 3
Medium Impact
< 12 hours
< 8 hours
< 4 hours
Sev 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
TickTraining workshop

Features

Silver
Community Support
Coverage - 24x7
Response SLAs
Sev 1
Critical Impact < 4 hours
Sev 2
High Impact < 8 hours
Sev 3
Medium Impact < 12 hours
Sev 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
Coverage - 24x7
Response SLAs
Sev 1
Critical Impact < 2 hours
Sev 2
High Impact < 4 hours
Sev 3
Medium Impact < 8 hours
Sev 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
Coverage - 24x7
Response SLAs
Sev 1
Critical Impact < 1 hours
Sev 2
High Impact < 2 hours
Sev 3
Medium Impact < 4 hours
Sev 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
TickTraining workshop
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.