Announcement: New Qovery Support Plans

This change will be effective starting from the 15th of April 2024.

#New support plans

Below, you can find the three support plans that will be available in our offer

#Community support (default)

This is the default support plan for any organization, regardless of your product plan. Community Support is designed for testing or early development on Qovery for individual developers and small teams who require query support. You can submit support requests directly within our community forum, and one of our engineers or another client will respond to your request. Please note that there is no guaranteed response time.

Here's a brief recap of what's included:

• Price: Free (included in your product plan)
• Channel: Community Forum, within the dedicated section to collect your product support requests (how to do X, bugs etc...)
• Number of requests/month: Unlimited
• Response time: no response time is guaranteed
• Support available: Monday to Friday, 9 am-6 pm (CET).

#Business support

Business Support is the recommended Qovery Support tier if you have production or business-critical workloads and require 24x7 access to Qovery technical support. With this tier, you can open a fixed number of priority requests to our support team, each with a guaranteed response and resolution time.

• Price: 500$/Month
• Channel: Intercom tickets
• Number of priority requests/month: 5 (Bugs are not counted)
• Response time: guaranteed time to answer and time to solve, depending on the severity of the request (see more details on our support plan page).
• Support available: Monday to Friday, 9 am-6 pm (CET).

Here's a small video on how to raise a request via Intercom:

#Enterprise support

Support plan tailored to meet your internal requirements. Have a look at our support plan page for more information.

#FAQ

#Does this change impact me?

Yes, if you are on a monthly plan or have no support plan included in your annual agreement with us. Users who already have a support plan included in their contract are not impacted.

#How can I upgrade my support plan?

Contact us on Intercom via the "Billing/Pricing" option.

#I'm on the community plan, can I raise any priority requests?

Yes, with an additional cost of 150$ per request. Contact us on Intercom via the "Billing/Pricing" option to unlock it.

#I'm on the business plan, can I raise any priority requests if I have already used my 5 monthly requests?

Yes, with an additional cost of 100$ per request. Contact us on Intercom via the "Billing/Pricing" option to unlock it.

#How can I see the priority requests opened by my company?

If you have a Business or Enterprise plan, you can access the requests opened by your company from our help center. Note that you can participate and comment on any of the opened requests, no matter who opened it within your company.

#How can I provide product feedback or ask for a new feature?

You can either raise your idea directly in our product roadmap or open a discussion topic in our feature request section within our forum.

#How can I contact you for any questions on the Qovery pricing/billing?

Contact us on Intercom via the "Billing/Pricing" option.