SUPPORT
Help, by plan, with no runaround.
What each plan includes, how fast we respond, and the fastest way to reach a human who runs the same colonies you do.
plans and response
What each plan includes.
| Plan | Price | Channels | Response target |
|---|---|---|---|
| Starter | $99 / month | Standard support over email and docs | Within one business day |
| Small Business | $199 / month | Priority support, plus everything in Starter | Within one business day, prioritized |
| Enterprise | $499 / month | Priority support with a named contact; SSO and SOC 2 on request | Custom SLA, agreed in your contract |
| Custom | Custom | Build-your-own colony, on-prem or VPC, with a dedicated contact | Custom SLA, agreed in your contract |
- Every plan starts with a 14-day free trial; a card is required to begin.
- Security reports get same-day acknowledgement, on every plan.
- We answer in hours, not days, during business hours.
- Status and incidents are public on the status page, not hidden.
get help
Tell us what is going on.
common questions
Support, answered plainly.
How fast will you respond?
It depends on your plan. Starter gets standard support with a response within one business day. Small Business adds priority support. Enterprise gets a named contact and a custom response SLA agreed in the contract. Every plan starts with a 14-day free trial, and security reports get same-day acknowledgement on every plan.
Is there phone support?
Support runs over email and, on Enterprise, through a named contact who knows your account. We do not staff a phone line, because a written thread gives both sides a clear record of what was asked and what was decided, which matters more for the kind of operational questions a colony raises.
How do I report a security issue?
Email the security address listed on this page. Security reports are acknowledged the same day, on every plan, because a vulnerability does not care which tier you are on. Please include enough detail to reproduce the issue.
Where can I see uptime and incidents?
On the status page. Live uptime and any open incidents are public, not hidden behind a login. If something is wrong with the platform, the status page is the fastest place to confirm it and to follow the fix.
Can I get priority support without an Enterprise contract?
Yes. Priority support is part of Small Business at $199 / month. Enterprise adds a named contact who staffs against your account specifically, plus SSO and SOC 2 on request. If your situation does not fit the standard tiers, talk to us about a Custom plan rather than going without.
Most questions answer themselves once a colony is running.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.