Direct Access to VictoriaMetrics Engineers
24/7 Online Technical Support
Architectural Guidance
Security Guidance & Risk Mitigation
Dedicated Chat Rooms
Strict SLA for Response Times
Help With Adoption and Migration from other systems
Integration Advice
Performance Analysis
Priority Bug Fixing
Custom Integrations
Custom Features Development
| Enterprise Silver | Enterprise Gold | Enterprise Platinum | ||
|---|---|---|---|---|
| Support Availability* | 8×5 | 24×5 | 24×7 (P1, P2 issues) 24×5 (P3 issues) | |
| Response time / Severity | P1** | 8 | 4 | 2 |
| P2** | 8 | 8 | 4 | |
| P3** | 24 | 24 | 8 | |
| Communication Channel |  | | | |
| Support Portal | | | | |
| Slack | N/A | Eligible for additional fee | | |
**Issue Severity:
| Enterprise Silver | Enterprise Gold | Enterprise Platinum | |
|---|---|---|---|
| Americas GMT -6 | Monday - Friday 08:00 - 17:00 | Sunday 18:00 - Friday 17:00 | 24×7 (P1, P2 issues) 24×5 (P3 issues) |
| EMEA GMT +1 | Monday - Friday 08:00 - 17:00 | Monday 01:00 - Saturday 00:00 | |
| APAC GMT +8 | Monday - Friday 08:00 - 17:00 | Monday 08:00 - Saturday 07:00 |
For all time plans and regions we offer limited support during holidays.
| Enterprise Silver | Enterprise Gold | Enterprise Platinum | |
|---|---|---|---|
| Proactive Monitoring of Monitoring (MoM) | Not included | Eligible for additional fee | |
| Architectural guidance and best practices check | Not included | Eligible for additional fee | |
| Dedicated Customer Success Manager | | | |
| Priority Bug Fixing | N/A | N/A | |
| Resolving Security Vulnerabilities (CVE) | | | |