STACKIT Support Plans in Comparison
Our STACKIT Essential Support is automatically included with the STACKIT cloud services. For productive or business-critical cloud workloads, you can also book extended availability, shorter response times and additional support services. With STACKIT Ultimate Support, for example, you benefit from 24/7 availability of our employees and a guaranteed response time of 30 minutes in the event of business-critical disruptions. Simply select the STACKIT Support Plan that best suits your needs - regardless of the selected package, always from Europe in German and English.
STACKIT Essential Support | STACKIT Advanced Support | STACKIT Ultimate Support | |
Area of application | Development and test environments as well as non-critical cloud workloads | Productive to business-critical workloads | Complex cloud environments and critical productive workloads |
Service times | Mon - Fri: 8:00 a.m. - 6:00 p.m.* | up to 24/7 | up to 24/7 |
Response time | Desired: 15 minutes | 15 minutes | 15 minutes |
Response & service times
STACKIT Essential Support | STACKIT Advanced Support | STACKIT Ultimate Support | |
Business critical disruptions | Desired: (Mon - Fri: 8 a.m. - 6 p.m. *) | 1 hour 24/7 | 30 minutes 24/7 |
Incidents | best effort (Mon - Fri: 8 a.m. - 6 p.m. *) | 4 hours (Mon - Fri: 8 a.m. - 6 p.m. *) | 2 hours 24/7 |
Service Requests | best effort (Mon - Fri: 8 a.m. - 6 p.m. *) | 8 hours (Mon - Fri: 8 a.m. - 6 p.m. *) | 4 hours (Mon - Fri: 8 a.m. - 6 p.m. *) |
Additional services
STACKIT Essential Support | STACKIT Advanced Support | STACKIT Ultimate Support | |
Service Reports | - | ✓ | ✓ |
24/7 escalation management | - | - | ✓ |
Training & Consulting | - | - | ✓ |
Channels
STACKIT Essential Support | STACKIT Advanced Support | STACKIT Ultimate Support | |
Telephone | ✓ | ✓ | ✓ |
STACKIT Portal | ✓ | ✓ | ✓ |
Knowledge Database | ✓ | ✓ | ✓ |
Status Website (status.stackit.cloud) | ✓ | ✓ | ✓ |
Access to Help Center (support.stackit.cloud) | ✓ | ✓ | ✓ |
Dedicated phone number | - | - | ✓ |
Booking option | Already when using STACKIT cloud services included | Via the STACKIT portal | Individual, on request |
* except for public holidays in Baden-Württemberg