TrueWatch Support Plans

Delivering world-class support and reliability to maximize the potential of your observability platform.

Compare Support Plans

Discover the right support plan for your needs, from essential resources to premium, 24/7 expert guidance.

	Standard	Premium
Price per Month	Included in product fees	8% of monthly spend (min. 3 months, min. fee: $1,000/month)
P1 — Critical TrueWatch service is completely inaccessible or the majority of functionality is unusable.	Availability: 24×7 Response Time: ≤ 2 hours Update Time: Daily	Availability: 24×7 Response Time: < 30 minutes Update Time: Every 1 hour
P2 — High One or more important features of the purchased TrueWatch service has become unusable.	Availability: Business hours (9–6) Response Time: 1 business day Update Time: Weekly	Availability: 24×7 Response Time: < 1 hour Update Time: Every 4 hours
P3 — Medium Any other case where a feature of the purchased TrueWatch service is not operating as documented.	Availability: Business hours (9–6) Response Time: 2 business days Update Time: None (on request)	Availability: Business hours (9–6) Response Time: < 4 hours Update Time: 1 business day
P4 — Low All general questions and how‑to. Enhancement requests are handled via the feature request intake process.	Availability: Business hours (9–6) Response Time: 2 business days Update Time: None (on request)	Availability: Business hours (9–6) Response Time: ≤ 1 business day Update Time: Weekly if open

*Business hours are from 9:00 AM to 6:00 PM on weekdays (SGT), excluding holidays.

***All prices are shown in USD.