How does per-instance support work?
For the Basic plan there is a charge for each support instance. A support instance is:
- The first interaction with support relating to a specific issue
- Any follow-up interactions required to resolve the issue
When you contact support you will be required to provide a payment method before working with a support technician. You will be billed once the issue is resolved. Consult the pricing table above for the per-instance support rate for your plan.
Some issues are not billable, such as:
- Connecting to your hosted data
- Issues arising from a bug in the software
If you are self-hosted then issues connecting to your data ARE billable. This includes assistance transferring from hosting to a self-hosted instance.
Can I obtain support without a plan?
Yes, under the same per-instance rate and rules as the Basic plan.