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.