Support
Even highly technical users need a hand from time to time. Find answers in our comprehensive online resources or add an optional support plan to your account for exactly the level of engagement and expertise your workloads require.
Support plans
Standard Support
Included with all SP// products/subscriptions. Ideal for customers with basic workloads and the skills to self-manage their edge solutions.
Benefits:
- Ticket support for general inquiries
- Access to Help Center, API Documentation, and Status board and notifications.
Silver Support
Ideal for newer edge users with basic workloads but limited technical skills or resources and may need ongoing general technical assistance.
Standard Support benefits, plus:
- Ticket support for technical inquiries
- Moderate incident resolution speed
Gold Support
Ideal for customers with moderate to complex workloads and a preference to supplement or replace their self-management skills and capacity.
Silver Support benefits, plus:
- 24 x 7 ticket, phone, and chat support for all inquiries
- Incident responses in hours
- Root cause analysis
- Service credits
- Priority response over Silver Support inquiries
Platinum Support
Ideal for customers with sophisticated, business-critical workloads that require the highest level of responsiveness and technical expertise through all stages of deployment and operations.
Gold Support benefits, plus:
- Incident responses in minutes
- Priority response over Gold Support inquiries
- Dedicated Slack channel
- Onboarding support
- Professional Services discounts
Subscribe
to Support
Subscribe to a Support Plan in the StackPath Customer Portal.
Compare Plans
Standard | Silver | Gold | Platinum | |
---|---|---|---|---|
Self service help center | Included | Included | Included | Included |
Incident notifications | Included | Included | Included | Included |
General inquiries Ticket Phone and chat | Business hours1 – | Business hours1 – | 24 x 7 24 x 7 | 24 x 7 24 x 7 |
Technical inquiries Ticket Phone and chat | – – | Business hours1 – | 24 x 7 24 x 7 | 24 x 7 24 x 7 |
Initial response time Severity 1 incident Severity 2 incident Severity 3 incident | Next business day 2 Next business day 2 Next business day 2 | 4 hours Same business day 2 Next business day 2 | 2 hours 8 hours Same business day 2 | 15 minutes 30 minutes 4 hours |
Root cause analysis 3 | – | – | Included | Included |
Service credits 3 | – | – | Included | Included |
Prioritized response 3 | – | – | Priority over Silver | Priority over Gold |
Dedicated Slack channel 3 | – | – | – | Business hours* |
On-boarding support 3 | – | – | – | Included |
Discounted professional services 3 | – | – | – | Included |
2 Business days are Monday through Friday
3 See product guide for extended details and definitions
Access support
Support
ticket
Log in to the SP// customer portal to submit or manage support tickets.
Help
center
Our help center provides detailed information on all the platform and service features we offer.
Developer
documentation
Integrate our platform directly into your products and dynamically protect your edge.
Service
status
See up to the second status of all edge locations and services worldwide.