PREMIUM SUPPORT TIERS
Enterprise: Elastio’s highest level of support is tailored for enterprises with complex environments. It offers access to Technical Account Managers (TAM) and monthly check-in calls. This premium service is priced separately.
Express: This service is included with all Elastio subscriptions and offers proactive support and best-effort response times at no additional cost.
PROACTIVE SUPPORT
Your subscription includes proactive support, where the Elastio support team continuously monitors your deployment’s health around the clock. Currently, 98% of identified issues are resolved without customer involvement. In cases requiring updates or further diagnosis, the support team proactively contacts the customer to discuss the next steps.
HOW TO ENGAGE ELASTIO SUPPORT
In cases where you need to engage Elastio support, our team is accessible from 8 AM to 5 PM EST through your tenant console via online support or support@elastio.com. We aim to respond to your requests within a few minutes. If escalation is needed, we address it within our team, elevating any urgent issues to the on-call team for immediate attention.
Although the on-call team is alerted immediately, they might not be able to respond immediately. We aim to respond within 15-30 minutes, but this is not guaranteed. However, we do promise that you will get an acknowledgment/reply.
