Cloud Support Plans

GraphGrid Cloud Support Plans

All customers receive Basic Support included with your GraphGrid account. All plans, including Basic Support, provide 24×7 access to customer service, GraphGrid documentation, whitepapers, and support Slack.

For access to technical support and additional support resources, we offer plans that meet most customer needs. Please contact us if your business requires a support capability not provided in these support plans.

	Standard	Advanced	Premium
Technical Support	Business hours** access via Slack and email	Extended business hours*** access via Slack, email, chat and phone	24×7 access via Slack, email, chat and phone
Case Severity/ Response Times*	General guidance: < 24 business hours System impaired: < 12 business hours	General guidance: < 24 hours System impaired: < 12 hours Production system impaired: < 6 hours Production system down: < 3 hours	General guidance: < 24 hours System impaired: < 12 hours Production system impaired: < 6 hours Production system down: < 3 hour Business-critical system down: < 1 hour
Architecture Support	General guidance	Contextual guidance based on your use-case	Consultative review and guidance based on your applications
Third-Party Software Support	General guidance	Interoperability and configuration guidance and troubleshooting	Interoperability and configuration guidance and troubleshooting
Architectural Review	General guidance	Contextual Guidance	Access to a Well-Architected Review delivered by GraphGrid Solution Architects
Operations Support	General guidance	Contextual Guidance	Operational reviews, recommendations, and reporting
Graph Optimization	General guidance	Contextual Guidance	Cypher Query Tuning and Graph Modeling from Certified Neo4j Professionals
Cloud Pricing	Starts at $30 per month See pricing detail and sample	Starts at $200 per month See pricing detail and sample	Starts at $2k per month See pricing detail and sample
We will make every reasonable effort to respond to your initial request within the corresponding timeframes. Business hours means 8am-6pm Monday through Friday, excluding national holidays, in the U.S. Eastern (EST) time zone ****Extended business hours means 6am-10pm Monday through Friday, excluding national holidays, in the U.S. Eastern (EST) time zone ******Non-Cloud dedicate engineering support subscription starts at $20k per month. contact us for more details.