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

StandardSilverGoldPlatinum
Self service help centerIncludedIncludedIncludedIncluded
Incident notificationsIncludedIncludedIncludedIncluded
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 3IncludedIncluded
Service credits 3IncludedIncluded
Prioritized response 3Priority over SilverPriority over Gold
Dedicated Slack channel 3Business hours*
On-boarding support 3Included
Discounted professional services 3Included
1 Business hours are 7 a.m. to 5 p.m. Eastern Standard Time
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.