Free
Help center + email
- Support channel
- Help center & knowledge base (self-service) + email
- Email response
- Within 5 business days
- Support hours
- Self-service only · no dedicated human support
- Critical incidents
- Not guaranteed
- Uptime guarantee
- 99% (best effort · no credits)
- Backups
- Weekly · 7-day retention
- Account manager
- Not available
Business
Priority support · official working hours
- Support channels
- Email + live chat
- Support hours
- Sunday – Thursday · 9am – 5pm (Riyadh time)
- First response (critical)
- 4 business hours · with immediate escalation
- First response (high)
- 8 business hours
- First response (medium)
- 2 business days
- Uptime guarantee
- 99.5% monthly with periodic reporting
- Backups
- Automatic daily · 30-day retention
- Dedicated account manager
- Not available
Custom
Premium support · 24/7 with a guaranteed SLA
- Support channels
- Email + chat + dedicated phone line
- Support hours
- 24/7 including public holidays
- First response (critical)
- 1 hour · with a dedicated incident owner
- First response (high)
- 4 hours
- First response (medium)
- 8 hours
- Uptime guarantee
- 99.9%
- Backups
- Every 4 hours · 90-day retention · off-site copy
- Dedicated CSM
- Yes · monthly review + annual success plan