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 | Premier | |
|---|---|---|
| Price per Month | Included in product fees | 8% of monthly spend (minimum 3 months, minimum fee: $2,000/month) |
| Response Times | Business Critical: < 1 hour (24*7) Degrade Service: < 4 hours* General Issues: < 24 hours* | Business Critical: < 30 minutes (24*7) Degraded Service: < 1 hour* General Issues: < 2 hours* |
| Online Documentation | ✔ | ✔ |
| Foundational Enablement | Pre-sales consultation, Post-sales support | Pre-sales Consultation, Post-sales support, and Regular updates, technical training, and new feature introductions. |
| Email Support | ✔ (business hours)* | ✔ (24x7) |
| Chat Support | ✔ (Business hours)* | ✔ (24x7) |
| Priority Handling for Escalations | ✔ | |
| Environment Run Book | ✔ | |
| Quarterly Support Ticket Review | ✔ |
Additional Professional Services
| 8-hour services include integration SDK, custom dashboards, or other tailored support needs. | Remote Support: $1,000 per day On-Site Support: $2,000 per day** |
*Business hours are from 9:00 AM to 6:00 PM on weekdays (SGT), excluding holidays.
**A minimum engagement of 15 days is required for on-site support and does not include airfare or accommodation costs.
***All prices are shown in USD.