Premium
Support that matches your infrastructure
2-hour response, dedicated account manager, regular audits: pick the support intensity that fits your business.
Pricing
Three tiers, one promise
From included standard support to round-the-clock cover, pick what matches your constraints.
Standard
Included with every service
0 CHF / month
- Email, chat and phone: business days 8:00-18:00
- Response within 4 business hours
- Full knowledge base
- Unlimited tickets
Premium Recommended
For teams who need a fast reply
199 CHF / month
- Priority email, chat and phone: 8:00-18:00
- Response within 2 business hours
- Priority in the ticket queue
- Quarterly infrastructure review
- Custom onboarding
Premium 24/7
Critical operations, total availability
799 CHF / month
- All channels: phone, email and chat
- Response within 1 hour, day or night
- Dedicated account manager
- Annual full infrastructure audit
- Direct on-call mobile line
Comparison
What changes between tiers?
| Feature | Standard | Premium | Premium 24/7 |
|---|---|---|---|
| Hours of operation | 8:00-18:00 | 8:00-18:00 | 24/7 |
| Channels | Email, chat, phone | Email, chat, phone (priority) | Email, chat, phone, on-call |
| Guaranteed response time | 4 business hours | 2 business hours | 1h, day & night |
| Queue priority | - | ||
| Dedicated account manager | - | - | |
| Regular infrastructure review | - | Quarterly | Monthly + annual audit |
| Custom onboarding | - | ||
| Direct on-call line | - | - |
FAQ
Frequently asked questions
Can I change tier at any time?
Yes. You can upgrade immediately (prorated for the current month) or downgrade at the end of your monthly commitment. No change fees.
Is Premium 24/7 really 24/7?
Yes. On-call team based in Geneva, reachable by direct phone, including weekends and public holidays. 1h response commitment on blocking incidents.
What exactly does the SLA cover?
First response time, not resolution. On a blocking incident under Premium 24/7 you have an engineer on the line in under an hour and we stay on the case until it's resolved.
Is there a minimum commitment?
Monthly for Premium, annual for Premium 24/7 (needed to reserve on-call rotation). Cancellable at term with 30 days' notice.
Got a question before subscribing?
Our team can put together a custom plan within 24 hours.
