Cloud Support
Below, you can find our Support plans. With thethings.iO Support Team your business will grow up without waitings and being our priority. Your success, our mission.
| CRITICAL Response Time (Minimum) | CRITICAL Resolution Time (minimum) | HIGH Response Time (Minimum) | HIGH Resolution Time (minimum) | LOW Response Time (Minimum) | LOW Resolution Time (minimum) | PRICING | |
|---|---|---|---|---|---|---|---|
| PLATINUM On-Premise | < 6 Calendar Hours | <12-24 Calendar Hours | <48 Calendar Hours | <72 Calendar Hours | <5 Working Days | <5 Working Days | 495 € / month |
| GOLD | <3-6 Calendar Hours | <12-24 Calendar Hours | <48 Calendar Hours | <72 Calendar Hours | <5 Working Days | <5 Working Days | 499 € / month |
| SILVER | <3-6 Business Hours | <12-24 Business Hours | <24 Business Hours | <32 Business Hours | <5 Working Days | <7 Working Days | 359 € / month |
| BRONZE | <6-12 Business Hours | <24-48 Business Hours | <36 Business Hours | <48 Business Hours | NA | NA | 99 € / month |
| FREE | <12-24 Business Hours | <48-72 Business Hours | NA | NA | NA | NA | 0 € / month |
Issue Classification
Priority 1 - Critical
Business critical
Only available for production applications. Represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists. Does not include development issues or problems in staging environments.
Priority 2 - High
Degraded service
Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues or problems in staging environments.
Priority 3 - Low
General issue
Includes product questions, feature requests and development issues.
Professional Services
Front-End Development
Do you need help with the development of your application through the Cloud Code or creating an specific App, Dashboard or Widget?
Any special function, job or trigger that resists you. Don’t worry about that, we can help you. Contact us and we will develop it for you! Define the requirements and we will code it for you!
Special Requirements
We call “special requirements” to any change request/feature/tool/widget that is not available in the panel at present and that cannot be developed using Cloud Code but changing the front end/backend of the thethings.io.
If this is your case, contact us. We will always do our best to provide you a solution!
But please take into consideration that this type of requirement implies a change in our platform and therefore may entail a risk for its stability. We reserve the right to refuse the request.
